Customer Experience Framework
The purpose of the Customer Experience Maturity Model (CEMM) is to provide a framework for service organisations to evaluate where they stand in their experience-delivery capabilities – in other words, it’s an analysis of what the customer experience outcome of their brand is – and it helps them to prepare a roadmap for future improvement initiatives. The goal of the Customer Experience Maturity Model (CEMM) is to:
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Categorise and define the organisation’s value-delivery capabilities to enable benchmarking against customers’ experience-requirements
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Create a clear, tactical and practical plan-of-action.
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Provide insight and recommendations that are easy to explain and conceptualise in order to gain peer buy-in
The StratMetrix Customer Experience Maturity Model (CEMM) can be used to:
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Guide customer process improvement initiatives – The CEMM is designed to guide improvement and change programmes – its most obvious benefit and common use. Improvement programmes should only be commissioned with a clear understanding of the organisation’s existing strengths and weaknesses, both of which the maturity model helps to clarify
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Benchmark – A straightforward evaluation using the CEMM provides rigorous benchmarking results and measures. Results help management determine the maturity of the organisation’s business processes relative to customer expectations
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Define future goals and next steps – Determine the future business capabilities that drive clear value at each stage of maturity and help the organisation to reach their strategic goals.
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