Who within your organization has created and regularly articulates the vision for how to create value for customers?*

Many companies have a primary focal area that drives decision-making. Which of the following would you say is most similar to your company's focal point?*

Business, customer, and strategy needs are all alignedBusiness and customer needs are linkedCustomer needs drives business decisionsBusiness needs almost always come firstNone, we do not have a primary focus

Customer Experience (CX) in our organization is managed by...*

A Chief Customer/Experience Officer manages all customer experiencesA C-level leader manages CX across the organizationA VP-level leader manages CX across the organizationA mid-level CX Manager coordinates effortsNo one is responsible for CX

Which of the following does your organization use to gather and understand their industry, competitors, and market trends? Select all that apply*

We have a team of people responsible for tracking each competitor and reporting to our product and executive teamsWe regularly track competitorsWe subscribe to industry trend reportsWhatever is read or heard through public mediaNo industry or competitor information gathered

Which of the following best describes the ways you gather customer insights? Select all that apply*

Actively monitor social media channelsQualitative interviewsOngoing VoC programsWe get input from internal sources (e.g. Sales, Support, etc.)Occasional qualitative surveysIn app or website intercept surveysWe do not talk to customers

Which of the following tools or approaches do you use regularly to understand customer behaviors and needs? Select all that apply*

Ecosystem mapping (across channels, partners, etc.)Customer journey mapping (with client validations)Internal process or workflow mapping (e.g. Service Blueprints)Track online behavior (e.g. Journey Analytics)Track online statistics (e.g. Google Analytics)None of the solutions listed above

How often are customer insights used to drive actions across the organization?*

At what level are customer insights most frequently shared within the organization?*

Meetings are held with executive-level leadersMeetings are held with business unit leaders & teamsInsights are explained at special sessions/eventsIn a summary report shared across a few teamsWithin individual team doing research

What level of customer targeting or service differentiation does your company provide?*

We have data-driven customer segments/personasWe segment, based on multiple variablesWe segment, based on a single variableVIP customers get differentiated serviceWe treat all customers the same

What best describes your organization's approach to designing experiences?*

We intentionally design experiences and outcomes, based on known customer needsWe intentionally design major products onlyWe use design thinking within our Product & UX TeamsWe focus mostly on technology workflowsWe primarily focus on processes

How important are digital tools & automation for delivering consistently positive experiences?*

Which team in your organization is primarily responsible for evolving products and driving innovation?*

If selected other, please describe who is responsible for evolving products or innovation?*

How do you effectively ensure consistency of experiences across operational teams or various interactions or touch-points?*

We regularly share and update our operational standardsWe have an operational handbook everyone accessesEach team has their standardsWe do the best we canWe do not

How excited are employees to provide great customer experiences?*

Employees reward each other for customer-centric behaviorMost employees are excited to satisfy customersIt varies by teamIt varies by personWe are not

How much would employees say they are given resources needed to support customers in delivering great experiences?*

Our teams are fully enables and empowered to delver on customer needsMost front-line teams have appropriate resourcesWe have tools that kind of help deliver for customersSome basic documents existNot at all

Which of the following elements are part of your typical rollout of a new plan or feature?*

Rollout plan, training, and change communications to ensure adoptionRollout plan and training scheduledBroadcast email sent to all employeesEmail sent to customer support teamsEmail sent to product team onlyNone, we do not have any such program

How often are customer insights converted into tangible actions plans which a team focuses on implementing*

How often are those tangible plans tied to specific operational activities or teams?*

How often are experience-focused metrics and measures clearly identified, regularly tracked, and shared enterprise-wide?*

How often are those experience-focused metrics and measures tied to financials?*

Please provide your company's name:*

What industry does your company specialize in?*

Other industry, if not listed:

What is your job title?*

Please provide an email where we can deliver your assessment report: *

Please provide your phone number (optional):

CX Maturity
Assessment

CX STRATEGY

CUSTOMER INSIGHTS & UNDERSTANDING

EXPERIENCE DESIGN & INNOVATION

CULTURE & ACCOUNTABILITY

METRICS, MEASUREMENT & ROI

CX Strategy

Customer Insights & Understanding

Experience Design, Improvement & Innovation

Culture & Accountability

Metrics, Measurements & ROI