A model for customer experience maturity assessment that consists of five maturity levels across each of six customer experience dimensions (strategy, organization, people, process, KPIs, tools).
GB962B Maturity Model R13.5.0
- Standard: Best Practices
- Maturity level: Level 4 - Forum Approved
Created By: Customer Experience Management Project
GB962 Customer Experience Management Solution Suite R14.5.1
The Customer Experience Management Solution Suite consists of five components: Guidebook, Metrics, Maturity Model, Lifecycle Model, and Implementation Use Case,…