The Customer Experience Maturity Model

The below Customer Experience (CX) Maturity Model was established by our partner firm, Strong-Bridge Consulting. It is one of many tools organizations can use in the construction of a strategic CX plan.

How to use the maturity model:

  • Diagnose your organization’s starting point in CX adoption
  • Set expectations with executives and help them understand milestones
  • Establish a common CX language to help individuals, teams, and leaders communicate with other functions
  • Keep momentum moving with a clearly defined next step
Maturity model depicting the six stages an organization moves through building Customer Experience strategy: Unrecognized, interested, invested, committed, engaged, and embedded.
Use this model to help your team understand key CX milestones, set reasonable expectations, use a common language, and understand next steps needed.

Need help moving to the next stage in the maturity model? Start with our Four Ideas to Kickstart a Customer Experience Focused Culture.