Customer Experience Maturity Model

Minimize complexity and increase visibility. The Encompass-CX Maturity Model puts you on the path to success.

TIE CX PRACTICES TO REVENUE

Our Customer Experience Maturity Model serves as a yardstick for where you are now, and what should be your next step. It consists of a set of five structured stages – Chaotic, Repeatable, Defined, Measured, and Optimized – that describe how well the organization’s touch points and processes can reliably and sustainably produce the desired outcomes. The five stages are defined along a continuum with the uppermost (5th) stage being the ideal state where touch points are systematically managed by process optimization and continuous improvement. The amount of “sales equity” the organization earns with its customers improves as the organization progresses through each stage.

Stage 1 (Chaotic)

  • No Standard Way to Measure Client Feedback
  • Activities Are Unpredictable (Reactive)
  • No Defined Customer Interaction Process

Stage 2 (Repeatable)

  • Beginnings of Repeatable Client Process
  • Limited Best Practice Sharing Amongst Teams
  • Sporadic Customer Feedback from Various Sources

Stage 3 (Defined)

  • Basic Customer Journey Mapping Documented
  • Documented Client Process and Best Practices
  • Client Segmentation (Tier 1,2, Etc)

Stage 4 (Measured)

  • Measuring Interactions and Process
  • Feedback Turns into Actionable Measurements
  • Teams Consistently Operating off the Same Playbook

Stage 5 (Optimized)

  • Refining Client Process Based on Data
  • Dedicated Resources Focused on Client Experience
  • Data Influencing Decisions  (Product, Finance, Etc)

At Encompass-CX, we’re on a mission to help companies go beyond customer satisfaction by using data to power a different – more improved – customer experience. We help clients understand it’s not about your organizational challenges (because really, every company has them), it’s about identifying where you are in terms of managing key touch points and processes. Out of this realization, the Encompass-CX Maturity Model was born.

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