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Defined processes and ownership; tactical execution in place
Performance by Dimension
Key Strengths
- Strong customer segmentation and persona framework driving targeted initiatives
- Good CX prioritization at leadership level with executive sponsorship
- Robust data privacy and compliance infrastructure
- Effective experience metrics (NPS/CSAT) tracking and reporting
- Proactive customer outreach programs for key lifecycle moments
Critical Gaps
- Limited CX governance structure with unclear budget authority
- Minimal customer collaboration and co-creation mechanisms
- Cross-functional alignment challenges with persistent silos
- Employee feedback on CX barriers not systematically captured
- AI/ML capabilities underutilized for personalization
Building Block Analysis
Detailed breakdown of each maturity dimension with identified gaps and highlights
The Customer
- Customer Segmentation(7/10)
Strong segmentation framework with well-defined personas across customer lifecycle stages.
- Customer Knowledge(6/10)
Good understanding of customer behaviors with regular analytics reviews.
- Customer Feedback(6/10)
Systematic feedback collection but could improve on root cause analysis.
- Timing & Proactivity(7/10)
Proactive outreach programs for key lifecycle moments are effective.
- Personalization & Relevance(5/10)
Basic personalization in place, opportunity to expand AI-driven approaches.
The Company
- CX Prioritization(7/10)
CX is regularly considered in business decisions with executive sponsorship.
- CX Infrastructure(6/10)
Solid CX tech stack but integration gaps remain between systems.
- CX Training(6/10)
Training programs exist but need more consistent delivery across departments.
- CX Performance Evaluation(7/10)
CX metrics are part of performance reviews for customer-facing teams.
- CX Employee Incentives(6/10)
Some CX-linked incentives but not consistently applied organization-wide.
No critical gaps identified
The Strategy
- CX Vision(6/10)
Clear vision exists but needs better communication to all employees.
- CX Strategy(6/10)
Strategic roadmap in place with quarterly reviews.
- CX Strategic KPIs(6/10)
KPIs defined and tracked but linkage to strategy could be clearer.
- CX Objectives(5/10)
Objectives set but not consistently cascaded to all teams.
- CX Planning(5/10)
Budget exists but allocation process could be more agile.
The Governance
No standout strengths identified
- CX Ownership(5/10)
CX function exists but authority and influence could be stronger.
- CX Committee/Council(5/10)
Steering committee meets but attendance and decision-making varies.
- CX Budget Authority(4/10)
Limited dedicated budget; most CX funding through business units.
- CX Escalation Paths(5/10)
Informal escalation exists but formal processes need documentation.
The Journey
- Journey Mapping(6/10)
Key journeys mapped with pain points identified.
- Journey Optimization(6/10)
Active optimization efforts on priority journeys.
- Journey Ownership(5/10)
Ownership assigned but accountability metrics need strengthening.
- Journey Measurement(5/10)
Some measurement in place but not consistent across all journeys.
- Omnichannel Continuity(5/10)
Channel handoffs improved but gaps remain in context preservation.
The Interaction
- Channel Consistency(6/10)
Consistent brand experience across main channels.
- Value Articulation(6/10)
Clear value proposition communicated effectively.
- Ease of Interaction(6/10)
Good self-service options reducing customer effort.
- Response Speed(6/10)
SLAs generally met with room for improvement in peak times.
- Emotional Connection(6/10)
Empathy training showing positive results in customer feedback.
No critical gaps identified
The Incorporation
- Marketing Integration(6/10)
Marketing campaigns increasingly CX-informed.
- IT Integration(5/10)
IT considers CX but not always as primary requirement.
- Sales Integration(5/10)
Sales training includes CX but incentives still volume-focused.
- Operations Integration(5/10)
Operations aware of CX impact but efficiency often prioritized.
- Cross-functional Alignment(5/10)
Silos still exist; need better cross-functional collaboration.
The Collaboration
No standout strengths identified
- Feedback Integration(5/10)
Feedback collected but not always systematically actioned.
- Collaboration Opportunity(4/10)
Limited customer involvement in improvement efforts.
- Idea Participation(4/10)
No formal mechanism for customer idea submission.
- Recognition(5/10)
Some acknowledgment of feedback but could be more visible.
- Co-creation(5/10)
Occasional customer research but not systematic co-creation.
The Data & Insights
- Data Capabilities(6/10)
Good data collection infrastructure with quality standards.
- Customer View(6/10)
Single customer view exists but not fully integrated.
- Data Privacy(7/10)
Strong privacy compliance with GDPR and local regulations.
- Data Robustness(6/10)
Reliable data access with good historical depth.
- Insights Generation(6/10)
Regular insights reports but action linkage could improve.
- AI & Machine Learning(5/10)
Early AI adoption; opportunity for more advanced analytics.
The Voice of Customer
- VoC Collection(6/10)
Comprehensive VoC program with multiple collection methods.
- Omni-channel VoC(6/10)
Feedback captured across major channels.
- VoC Analysis(6/10)
Text analytics in use for theme identification.
- VoC Action(6/10)
Closed-loop process for major issues; opportunity for faster action.
- VoC Prioritization(5/10)
Prioritization framework exists but could be more rigorous.
The Employee Experience
- EX-CX Link(6/10)
Recognition of EX-CX connection with some investment.
- Employee Empowerment(6/10)
Frontline staff have some authority to resolve issues.
- Employee Feedback(5/10)
Employee surveys conducted but CX barrier feedback limited.
- CX Tools & Resources(5/10)
Tools provided but some gaps in knowledge resources.
The Outcomes
- Experience Metrics(7/10)
NPS and CSAT tracked regularly with trending analysis.
- Outcome Tracking(6/10)
Retention metrics monitored; LTV calculation maturing.
- Metrics Reporting(6/10)
Dashboards available but not consistently used for decisions.
- Process Simplicity(6/10)
CX processes documented and reasonably straightforward.
- Process Monitoring(6/10)
Regular process reviews with improvement cycles.
- Metrics Comprehensibility(6/10)
KPIs generally understood but some training needed.
No critical gaps identified
Maturity Comparison
Your scores compared to industry and global benchmarks
