Free Customer Experience Maturity Assessment | Human-Centered Change and Innovation

HCL Digital & Analytics Customer Experience (CX) Strategy practice lead Danyel Lagow recently published a new white paper titled:

“Driving a seamless customer experience alongside fundamental business decision-making is indispensable for business profitability. In this constantly evolving customer expectation landscape, how you cultivate your relationships will speak for your brand.

The tectonic shift in how consumers engage with brands demand attention to new ways to enthuse customers with the intent to deliver next gen customer experience. Having an end-to-end customer journey roadmap in place is the first and foremost step towards creating a serious customer experience strategy. A customer journey map not only showcases the end-to-end customer interactions but also enable the visibility of every touch point. This further reveals internal bottlenecks and customer pain points – primary identifications to work on a customer experience management program.

It is important to assess your current CX to realize where your company stands in CX maturity, before you outline your strategy. This paper will help you dig deep and understand the five key components of successful CX, which are paramount to promoting customer success across organizations.”

Included with the white paper is a free Customer Experience (CX) Maturity Assessment.

“While many organizations have an idea about their customer experience (CX) maturity, a thoughtful assessment gives you a frame of reference to help develop a strategic roadmap. Regular assessments, as part of your annual activities, help measure the progress of your CX efforts.

This assessment is divided into six key CX components that are critical in fostering customer success in customer-centric organizations. There are three questions for each CX component, amounting to a total of 18 questions.”

The survey should not take you more than five minutes to complete.

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About Braden Kelley

Braden Kelley is a Human-Centered Experience, Innovation and Transformation consultant at HCL Technologies, a popular