Maturity Assessment

The Customer Insights Maturity Assessment

Customer Insights Maturity For CX Requires Mastering Six Competencies

February 14th, 2022
Brandon Purcell, VP, Principal Analyst
Brandon Purcell VP, Principal Analyst
With contributors:
Srividya Sridharan , Jeremy Vale

Summary

To become an insights-driven customer experience (CX) leader, you must improve across six competencies aligned with the phases of the customer insights lifecycle: business objectives, data, analytics, insights, action, and measurement. This assessment will help you gauge your overall maturity as well as your maturity level for each competency, and it will recommend actions you can take to improve your maturity.

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