A Fundamentally New Approach to Customer Experience
CXEvolution is a revolutionary approach to advancing your organization’s CX maturity and experiencing the business results that flow from holistic CX improvement.
The CXEvolution framework includes an organizational assessment, maturity model, and set of prescriptive recommendations designed to help organizations understand where they currently stand and discover what they need to do next to improve their overall CX competencies—and bottom line.
The CXEvolution maturity model is an empirically validated method for discovering how well your organization has developed the processes and capabilities that matter to customers. The maturity model assessment asks specific questions about six key areas of your business: customer engagement, structure, processes, information, and people. The answers given reveal your program’s level of maturity, placing you somewhere along the scale in each of these dimensions, and ultimately landing you in one of the eight maturity model stages. It not only categorizes your organization into one of eight discrete maturity stages; it also tells you what you can do to improve CX outcomes.
You may think that new marketing campaigns, product innovation, or improved operational efficiency are the most fruitful areas of investment for your business. But the truth is that CX underpins and drives success in each of these areas. In other words, no success is complete without CX excellence.
In fact, as the graph below shows, companies that focus on CX realize significantly higher results throughout their organization, including financial performance and customer retention, as they move up the CX maturity scale.
Infographic: CX Maturity Drives Financial Success
Companies at the highest levels of maturity are 3 times more likely to have improved financial results and customer retention as compared to those in the lower half of the maturity curve.
According to a recent study by Forrester, 71% of US companies say improving customer experience is a top strategic priority. More than ever, CX is a strategic priority for companies.
The CXEvolution Maturity Model and Organizational Assessment goes beyond assessing measurement and tools to understanding the very organizational foundation that determines the relative success of CX efforts. The CXEvolution framework can help you focus on setting clear objectives for your program, gaining executive buy-in and commitment, and aligning the organization behind your efforts.
Latest CXEvolution Thoughts from Our Blog:
“Customer experience (CX) programs are prolific, but most have not produced the success that companies want. Why? Because most programs are focused on chasing scores rather than examining how to achieve those scores.
The CXEvolution framework combines academic rigor and deep practitioner experience to build an empirically valid maturity model that organizations can use to achieve measurable gains in their customer retention and financial goals. The bottom line: stop chasing scores and start chasing outcomes.”
-Stacy Bolger, MaritzCX