CX Maturity Part 3

We continue to discuss where we are on the path to Customer Experience maturity.

1. Missing ( We don't do this at all)

Your organization does not engage in this practice at all. For example, your organization may not assess customer experience or have a customer experience strategy in place. If a practice is at this level, it is either because too few people think it is essential enough to do or because no one thought of doing it in the first place. Regardless, it's simply not happening.

2. Ad Hoc: ( We do this sporadically )

This is an occasional practice that your firm has been doing. No established procedure outlines who should do it, how, or when. Therefore, you see practices being followed because some people have realized that they should be followed, at least sometimes. Some of them might even do it regularly. But at last, it comes down to a decision made by an individual or an isolated minority.

Let's take an e-commerce company as an example. You decide to redesign your website using all or most design guidelines, but you usually make little adjustments with minimal focus on the customer experience design.

3- Repeatable

Your organization has a process in place that specifies when, how, and who should carry out this practice. Your organization generally follows the procedure. This indicates that employees in your organization can consistently carry out these practices. When we encounter practices at this level, they are typically in one of two scenarios.

In the first scenario, some corporate units or divisions consistently follow the stated practices, while others do not. In other scenarios, every element of the business will sometimes skip a practice, such as regular assessments of customer experience program status and metrics, because it is not yet part of their DNA.

4- Systematic (the best stage)

The organization has a clear process that describes when, how, and who should carry out this practice. The organization consistently follows the process. For instance, everyone in the company who requests money double-checks their proposal to ensure that it is aligned with the customer experience strategy. Another example is that everyone who measures customer experience quality utilizes the same measuring framework.

Some things that organizations do the same way every time to produce consistently high-quality results include high salaries, frequent bonuses, amazing workplaces and cultures, free gym memberships, free counseling, amazing company locations, remote work options, regular and open feedback, and training. You can get to this level with your experience and practice; you have to want it badly enough

Thank You