What is a Customer Experience Maturity Model?
It is a model that describes the levels of evolution that a company will go through in their ability to create a loyal customer for life in a predictable manner.
Why is a Customer Experience Maturity Model important?
It helps companies to have a realistic understanding of their current capabilities to deliver a quality customer experience with a consistent approach that delivers customer value in a repeatable and predictable manner.
It shows them a roadmap to develop and evolve their organization’s maturity and capabilities over time