CX-hdr-2018

CX Spotlight Podcast: Turning the CX Flywheel - Episode 2 of 4: CX Maturity Model

In these exceptionally challenging times, the way your customers interact with your brand will have a pivotal effect on their sense of trust and loyalty.

The below audio is part one of a four part series taken from the fantastic webinar session we held on the 12th of May with Robert Le Busque and Mat Wells at Verizon, and Chris Costley at IDP Education.

In part two we discuss the CX Maturity Model and the importance of finding a balance between the five key components: Strategy & Leadership; Insights & Analytics; Teams & People; Technology; And Measurement.

CX Maturity Webinar CX Maturity Model Slide 1

CX Maturity Webinar CX Maturity Model Slide 2

CX Maturity Webinar CX Maturity Model Slide 3

Fifth Quadrant published its 2020 CX Maturity report on 29th April, sponsored by Verizon, which provides a comprehensive analysis of the current status of customer experience maturity in Australia and insights about future trends and priorities.

The report shows how CX Leaders are realising the benefits of a CX Flywheel effect which turns by focussing on continuous improvement, constant optimisation, measuring impact, obtaining C-level sponsorship and support and aligning the leadership team. The gap between Leaders and the rest is likely to widen as the Flywheel builds momentum to become self-sustaining. If you'd like to watch the full webinar, a recording is now available.

Steve Nuttall

Written by Steve Nuttall

Steve is the Head of CX Research and has expertise across a variety of industries including; automotive, finance, banking, retail... Contact our team for details on workshops and roundtables delivered by Dr. Steve Nuttall

Topics: Business Priorities CX strategic planning CX Articles & Insights cloud-based solutions cx maturity report

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