Maturity Assessment

Evaluate Your Customer Experience Function’s Maturity

The Customer Experience Function Maturity Assessment

August 2nd, 2021
With contributors:


Forrester’s CX Function Maturity Assessment helps you understand how well your customer experience (CX) team performs the six priorities it must master in order to help your company create the right experiences. The assessment takes about 10 minutes and includes a total of 30 questions. After you complete the assessment, you’ll see your team’s maturity level for each priority and overall. Match your maturity levels to the advice we provide in this report to see how to improve your team’s performance.

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.