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.

General Information

Document series: GB962B
Document version: 1.5.1
Status: TM Forum Approved
Document type: Best Practice
Team approved: 09-Dec-2013
IPR mode: RAND
TM Forum Approved: 25-Aug-2014
Date modified: 25-Nov-2014