Have you evaluated the maturity of customer experience in your organisation?
Today, many industries and organisations are being disrupted. They are facing more agile digital competition, while having to support legacy products that provide a large portion of their revenue. Customers are more demanding and expect the best service—often the differentiating factor in disruptive products—and the customer relationship must be improved.
Putting the customer at the center of all organisational activities represents both individual and collective challenges. Everyone should contribute to shaping this new empathy-based client experience, and will have to accept this cultural shift. This implies a customer-first approach and a more innovative way of designing and developing products and services.
Before any changes to the culture and organisational model take place, it is important to measure the level of maturity of the user experience (UX) and customer experience (CX) in the organisation, in order to pinpoint barriers to innovation and change.
For the past months, we’ve spent a lot of time discussing this subject with our friends and peers from the international UXalliance association, and now have our own tool: the CX Monitor. It measures the maturity score of the customer experience in an organisation. If you’d like to try it, please contact us.