Chordiant - Cx Maturity Model

About the Cx maturity model

The Cx maturity model is a structured collection of elements that describe certain aspects of customer experience management maturity in an organisation. The maturity model provides:

• a place to start
• a common language and a shared vision
• a framework for prioritising actions
• a way to define what improvement means for the organisation

The maturity levels are a layered framework providing a progression to the discipline needed to engage in complete organisation-wide command and control in all customer interactions. The interactive graph describes five levels, ranging from 1, being the lowest, to 5 being the highest maturity. However, it should be noted that level 5 is not appropriate for all businesses and that has to be factored into the benchmark procedures.

Research

Find out more about the research and the level benchmarking that underpins it.

Resources

Download the executive overview of the customer experience maturity model.

Benchmark

Complete the quick survey to benchmark yourself against the model and download a PDF.