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.
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Cato Rasmussen
Independent
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Original Message:
Sent: Apr 26, 2021 07:37
From: Sinafikish Haileab
Subject: Customer experience maturity model
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, ...
#CustomerExperience
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Sinafikish Haileab
Ethio Telecom
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