THE CUSTOMER EXPERIENCE MATURITY MODEL (CXMM)
DATA DESIGN
SCORE SCORE
STATEMENT
(1-5) (1-5)
We regularly survey
customers about their
experiences with us.
Our company has
up-to-date and
documented customer
personas that everyone
in the company has
access to.
We use and study the
analytics available from of
all our digital interactions
and use that data to
make informed changes
to our efforts in customer
experience, marketing,
sales, and development.
Every employee in our
company has a firm
understanding of who
our customers are.
We monitor the data
received from places like
support tickets, social
media, sales calls, and
customer requests.
We use the data we collect
to make informed changes
to our digital experiences.
SEGMENT TOTAL
SEGMENT SCORE RATING
5-10 NEEDS IMMEDIATE ATTENTION
11-20 ROOM FOR IMPROVEMENT
21-30 EXCELLENT
DELIVERY
SCORE
STATEMENT
(1-5)
We worked with team
leaders to design a clear
customer experience vision.
Our vision is documented
and we have an established
means of sharing that
vision with the company
on a regular basis.
Our customer experience is
designed with the feedback
from customers and
matched to our business
objectives to keep the vision
and execution balanced.
Team leaders understand
the importance of CX and
are onboard with making
the outlined changes in the
vision.
Everyone in our company
understands the importance
of CX and are onboard with
making the outlined changes
in the vision.
We’ve evaluated our vision
and it sticks true to our
brand and core business
model.
SEGMENT TOTAL
MEASUREMENT
SCORE
STATEMENT
(1-5)
Every employee has a
defined set of activities that
help to deliver our CX vision.
The defined set of activities
for employees are built into
an organizational document
that everyone can refer to.
Every employee fully
understands how their role
affects the CX.
Every employee is dedicated
to their set of activities to
deliver our CX vision.
We have established a
positive accountability
system for our employees to
help ensure these activities
are delivered properly.
Every employee feels
well equipped to deliver
on their part of CX.
SEGMENT TOTAL
CULTURE
SCORE
STATEMENT
(1-5)
We have defined
benchmarks within every
section of our business
(sales, marketing,
development, customer
support, etc) to measure
the impact of our CX
We regularly survey
customers across all
available digital touchpoints
and collect their feedback
regarding their interaction
with the company.
Every employee clearly
understands what that
data means and how it will
impact their actions.
We regularly monitor
analytics and marketing
efforts to better gauge
how CX affects our
business goals.
We have established a
feedback loop to measure
the impact our CX vision is
having on customers.
We have a clear
understanding our how
customers perceive our
company and have set
measurable goals to improve
or maintain that perception.
SEGMENT TOTAL
STATEMENT
Empathy is one of our
core company values.
We have an established
interview processes to
help us hire people with
values that best suit our
company and who can
help build a better CX.
We have designed our
culture so all employees
freely give commendation
and expressions of
gratitude to each other.
Our company has built in
rewards and incentives
for employees who have
high performance in their
roles and who exceed in
assigned CX activities.
Every employee
feels important
and purpose-driven
in their role and CX
activities.
Our company and
various team leaders have
established better routines
that positively affect the CX.
SEGMENT TOTAL