Only 17% of organisations have reached ‘Customer Experience leader’ status, according to Ipsos’ new global CX Maturity Benchmark.
CX Maturity Benchmark is an exciting new addition to Ipsos’ CX Maturity Assessment and CX Maturity Roadmap – helping you understand where you are, where you need to be, and how your organisation can reach leader status; how to drive greater Return on your CX Investment (ROCXI).
Ipsos’ CX Maturity Assessment evaluates organisations across seven core CX competencies.
Want to find out more about how Ipsos’ CX Maturity Assessment and Benchmark can help your organisation?
Register to download our CX Maturity Assessment and Benchmark overview
To find out more, and to discuss how Ipsos’ global CX Maturity Benchmark, CX Maturity Assessment and CX Roadmap can help you and your organisation, get in touch with your local Ipsos CX contact or contact us at [email protected].
This paper acts as a guide for creating the ideal customer strategy – whether that means starting from scratch, making fine-tuning adjustments or going back to the drawing board.
Complete with case studies, this paper shares six principles that make up the foundations of a successful customer strategy.
- Set yourself up for CX success with executive commitment, dedicated CX leadership and cross-functional governance.
- Understand where you are by assessing the current state of your organisation’s CX maturity and mapping your customers’ journeys – including their emotional and functional needs.
- Determine where you want to be, deciding on a compelling CX vision for the future, communicating this loudly both internally and externally, and creating a clear and agile CX roadmap to help you get there.
- Continuously monitor customer feedback through all the avenues by which they interact with your organisation to build a holistic view, paying special attention to the touchpoints that are most important to your customers. Choose the right technology to analyse this feedback and continuously improve your experiences using CX Service Design.
- Be people first. Secure employee buy-in by aligning your CX and Employee Experience (EX) programme initiatives, and proactively encouraging your employees to share their perspectives on how to deliver a better Customer Experience through a Voice of Employee programme.
- Make data-driven decisions, measuring and managing Customer Experience with Key Performance Indicators (KPIs) linked to financial performance. Leading CX teams take the lead in driving increased customer retention, share of spend and advocacy; in driving operational efficiencies; in driving a Return on their CX Investment (ROCXI).
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