Customer Experience Maturity Model v2.0.0 (GB962B)

The Customer Experience Maturity Model GB962B has had a complete revamp to align it with the Digital Maturity Model V4.0.2 and now includes the new 6th Data dimension. Organizations will be able to map their customer experience management maturity, through guided assessment, to the six dimensions of Experience, Strategy, Technology, Operations, Culture and Data. As a result, organizations will be able to identify areas for improvement that will translate across their entire organization and operations putting customers at the center of their business activities.

General Information

Document series: GB962B
Document version: 2.0.0
Status: TM Forum Approved
Document type: Best Practice
Team approved: 02-Oct-2020
IPR mode: RAND
TM Forum Approved: 23-Nov-2020
Date modified: 24-Nov-2020