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CX Assessment

Take the CX Maturity Assessment to benchmark and focus next steps

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What is a Customer Experience (CX) maturity model?

Customer Experience maturity is a tiered model that evaluates the level at which the customer impacts business process, culture and decisions and visa-versa. By taking a Customer Experience Maturity Assessment you can clearly understand the depth and breadth of what cross-departmental activities (now and in the future) impact Customer Experience and where you need to prioritize.

You will be one step closer to focusing on what areas you need to address to become CX-ready.

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Assessment

This initial online CX Maturity Assessment will take you about 5 minutes to complete

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Rating

Simply rate your competencies from 1 to 10 based on 10 CX strategic questions

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Score

At the end, you will get your CX initial score and your CX maturity level

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CX Maturity Assessment uncovers your readiness to improve customer experience

How genuinely customer-centric is your organization?

A CX Assessment is a useful tool to help you assess the current state of Customer Experience and customer-centricity in your organization. Cemantica uses the model to help highlight key areas that need improvement to provide guidance on creating and refining your CX strategy. We benchmark your CX maturity score against the average score of your industry.

How to use a Customer Experience (CX) maturity model

Explore the criteria that you answer questions on to determine your organization´s Customer Experience maturity.

Proposition
Readiness
Journey
Effort
Functionality
ROI
Measurement
Advocacy
Emotion
Capability

Start the CX Maturity Assessment quiz now

We’ve provided a quick online quiz based on the model to kick start the strategic conversation, and a more in-depth version is used in our CX Workshops.

Let’s get started with your CX Maturity Assessment, first please provide your details.

Welcome to the CX Competency Assessment Tool!

Please rate your competencies from 1 to 10. You will find below a description of what 1 and 10 represent.

The CX Competency Assessment Tool is based on global, multi-industry standards and will indicate how customer-centric an organization is.

Based on best practices around the world, the initial assessment of an organization’s CX competency generates a score between 35 and 45 out of a maximum of 100. A score of 80+ is considered to represent a “customer –centric” organization.

This initial assessment will take you an average of 5 minutes to complete and will give your initial CX competency score.

1 proposition

Everyone has a different view of what we're about
Our customer strategy - what we do and why clearly understood by everyone
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2 READINESS

We are more focused on business then on our customers
Every element of change is customer-lead
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3 JOURNEY

We haven't mapped any customer journeys
All journeys are mapped and validated to inform decision making
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4 EFFORT

We don't make it easy for customers to do business with us
Customers says it is easy to interact with us
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5 functionality

We don't consistently do what customers might expect
We keep our promises every time
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6 capability

Our business operates in competing silos
All cross-functional processess are aligned to the customer strategy
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7 EMOTION

We don't make customers feel good
Customers are engaged and feel good about interacting
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8 ADVOCACY

We don't give customers or collegues reasons to praise us, and collegues have no pride
Our collegues and customers love being part of our story
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9 MEASUREMENT

We have no real customer measures
We measure the things that are most important to customers, in the right way, and use the insights
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10 ROI

We don't know what cost to serve is
Everyone understands the ROI of customer experience
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Congratulations! Your CX competency assessment has been completed

Your score is: 17
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average market score
mature company

Would you like to get more CX insights or organize a full CX Competency Assessment for your organization or department?

Book appointment

You would like to reach us now? Contact us by email: info@Cemantica.com

What is a Customer Experience (CX) maturity assessment?

Customer Experience (CX) maturity is an approach that will help organizations understand the current level of maturity of their Customer Experience management program. Organizations can read and use this data to identify areas of strength and opportunities for improvement in their business.

The questionnaire can be taken at multiple points throughout an organization´s CX program with the aim to define and refine the strategy and actions required to optimize. It provides valuable insights into the organization’s ability to deliver exceptional experiences to its customers.

The maturity model is typically divided into levels, each representing a different aspect and stage of Customer Experience maturity. It requires all areas of a business to participate from senior management to cross function employees particularly those who have greater contact with customers such as services, sales and marketing teams.

The model requires a business to answer questions such as - has a Customer Experience strategy has been adopted? Is everyone clear on its objectives and the part they play? Are there clear processes and structures in place to support this strategy? What techniques have been adopted such as journey mapping, CX program impact and ROI etc.? How does a business capture customer and employee feedback, what metrics are used?

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Complete your CX metrics data

A CX Maturity Model is complementary to other data-driven initiatives such as customer feedback within a VoC program (including NPS scores, CSat surveys etc.) so that a complete picture of internal and external CX status is created.

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