Customer Experience Management Maturity, Redefined

Eighty-six percent of companies want to excel at customer experience. But only 27% of brands in Forrester’s 2015 CX Index benchmark even qualify as “good” in the eyes of their customers. One reason is the haphazard approach that most companies have taken to designing, delivering, and evolving customer interactions. Their old ways don’t cut it in a world where thousands of employees have to serve millions of customers through dozens of channels.

How should companies manage CX in 2016? Forrester’s CX Management Maturity Model answers that question. It spells out the activities, processes, and habits that every company needs to master in order to turn their CX vision into reality on a daily basis.

In this Webinar, the model’s creator, Forrester vice president principal analyst Megan Burns, talks about the six must-have CX management competencies for every firm and shares examples of successful CXM at real companies. Megan explains how to use Forrester’s new CXM Maturity self-assessment tool to get a sense of your company’s current CXM maturity and offers tips on how to build a realistic maturity improvement road map.

Agenda:

• What exactly is “customer experience management maturity”?
• Why did Forrester’s decide to update its CX Management Maturity Model?
• How is the new CXM Maturity Model different from the original version?
• What’s the best way to evaluate how mature my company’s CXM program is?
• What’s the first thing I should do to improve my company’s level of CXM maturity?

Key takeaways:

• Discover a big picture view of the ideal state your company should be aiming for when it comes to CX management. Understand why these things are essential and what it means to do them in a disciplined way.
• Next steps for attendees can include:
  - Taking Forrester’s CXM Maturity Self-Assessment (part of the playbook) and using the results to create a roadmap for improving CXM maturity
  - Educating others in their company on the six CXM competencies, why they matter, and how other companies are implementing them
  - Clarifying the company’s CX goals to include CX maturity
  - Organizing your existing work streams using the six CXM competencies to make them easier to manage and easier to talk about with peers