GB962B Customer Experience Management Maturity Model R13.5.0

As organizations embark on the implementation of Customer Experience Management, a scale of measurement is needed to act as a compass to guide their way. No improvement is possible unless organizations can first assess their current level of adherence. Once a method of understanding maturity is in place a path of continuous improvement can be set.

This addendum is the baseline for the Customer Experience Maturity Model, enumerating the 5-levels of maturity and 6 Dimensions of Customer Experience.