Customer Experience Maturity Assessment
The 5 Stages of Customer Experience Maturity
Brands fall into one of the five Customer Experience Maturity stages. Click each profile name for its description, then take the assessment to see the stage that best represents your brand.
Navigators
Organizations that fit the Navigator profile work hard to understand customer needs and challenges. They do all they can to navigate pain points and wins through customer feedback, which leadership uses to make appropriate recommendations for any needed changes.
Enthusiasts
Companies that fit the Enthusiast profile believe in the important role CX can play for their organization. They value and are enthusiastic about providing a strong customer experience. At this stage, stakeholders are identifying and monitoring specific KPI’s with the goal of improving customer service performance.
Playmakers
Once organizations reach the Playmaker profile, they begin to see the benefits of their CX efforts in action. Playmakers embrace a customer experience mindset – recognizing how employees impact CX, and how CX impacts their overall brand.
Champions
Organizations that fit the Champion profile have engaged employees at all levels committed to delivering an excellent customer experience. Most business units are taking active steps to increase cross-functional communication and break down CX information silos. There is a sense of company-wide ownership of CX.
Innovators
Once companies reach the Innovator profile, they are widely recognized as being distinctly customer-centric. At this level, customer experience excellence and innovation are defining aspects of the company’s brand. Executives ensure CX objectives are core components of the company’s growth strategy, and employees at all levels feel empowered to meaningfully contribute to those goals.
In 5 minutes, you’ll find out what maturity stage your company is in.
With your results, you’ll recieve a detailed maturity profile, tips to maximize your CX performance, and a clear action plan to help you progress to the next CX maturity stage.
“Building a good customer experience does not happen by accident. It happens by design.”
-Clare Muscutt, Founder & Director of CMXperience