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  • 1.  Customer experience maturity model

    TM Forum Member
    Posted Apr 26, 2021 10:00
    My company plan to assess the customer experience maturity level and plan to apply TM forum Cx maturity model,  with 6 dimension and 23 sub dimension. If you could help me how to implement the model and do the assessment. In addition after collecting the assessment, is all the dimension has the same value, i.e experience, strategy, ...

    Sinafikish Haileab
    Ethio Telecom

  • 2.  RE: Customer experience maturity model

    TM Forum Member
    Posted Apr 27, 2021 06:12
    Hello Sinafikish,
    The model you can find at the tmforum website and the infographic is very handy as a starting point of the dimensions/subdimensions. We have not yet written an assessment guide, may be some statements need a clarification. Please ask specifically and I can probably help you.
    Your measured result is not necessary equal for all dimensions. You could have low rating for "experience" and high rating for "strategy"; This means, there is a strategy defined to move in to a CE direction, but far ready from implemented.

    Regards and let me know if you need more info,

    Arnold Buddenberg, Orange

    Arnold Buddenberg

  • 3.  RE: Customer experience maturity model

    TM Forum Member
    Posted Apr 27, 2021 06:43
    Hi Sinafikish.
    Hassan is your Account Director and works closely with Ethio Telecom. He's asked me to let you know that he will drop you an email to set up a conversation and close the loop on a few conversations he's having.

    Dave Riches
    Director, Member Solutions

    Dave Riches
    TM Forum
    +44 774 811 8071

  • 4.  RE: Customer experience maturity model

    TM Forum Member
    Posted Apr 27, 2021 06:59
    Hello Sinafikish, I assume the reason for the maturity model is to better serve your customers making sure they receive an experience beyond anything:-)

    The first questions I would ask if I were you are:
    Given the almost parabolic uptake of technology and the overall digitization of the operational environment. As well as the world is less focused on possession and are moving towards access as a service e.g. Music-from records/CD to music in the cloud.

    It is now apparent that the world is moving towards:

    • Start serving versus selling
    • Most/every company has customers only a few great companies have an audience, hence customer experience is unique, not a super scaler.
    • Marketing is moving towards being a generous act of helping others achieve their goals
    • people do not fall in love with corporations they fall in love with personalities 

    How does this impact customers expectations?
    Does the Cx maturity model reflect on these new realities? if not, take a different approach.

    Cato Rasmussen