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For Customer Experience Professionals

The Customer Experience Management Maturity Model

March 14, 2016

Primary author headshot

Authors

  • By Megan Burns
  • with Michael E. Gazala,
  • Gabriella Zoia,
  • Kara Hartig

Why Read This Report

Not every company needs great customer experience (CX). In some cases, good CX may be enough. But it's getting harder to even achieve "good" CX consistently. As companies scale, employees have to coordinate to deliver products and services via many channels. The often-haphazard CX management (CXM) approach of the past won't cut it anymore, but many CX pros aren't sure what to do differently. Forrester's CXM maturity model answers that question. It spells out the activities, processes, and habits that define mature CXM in the age of the customer.

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Table of Contents

  • Success Requires Strong CX Management Across Six Competencies
  • Customer Experience Management Maturity Requires Discipline
  • Discipline Isn't Enough: CXM Maturity Also Requires Empathy
  • Recommendations

  • Focus CXM Assessments On What's There, Not What's Missing
  • Supplemental Material
  • Related Research Documents

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