Customer Experience Lifecycle Management Assessment Results

See how your customer experience measures up.

Your score

Lifecycle Management
Customer Experience

How mature is your organization when it comes to customer experience?

Complete this self-assessment to identify where your organization falls on the Customer Experience Lifecycle Management Maturity Model, as well as where you want to be in the future and tips to help get you there.

timerTime: 10 minutes

You’re a Disconnected organization.

You likely have distinct activities for each of the customer’s functional needs and organization’s operational processes. The CX is characterized by minimal choice, convenience and control; operations and performance metrics are evaluated in silos. There is no cross-channel orchestration and limited, if any, use of data. Quick wins will help you work your way toward Connected.

What to do now?

  • Map discrete user interactions
  • Conduct competitive analysis
  • Improve UI design by channel
  • Consider proactive strategies
  • Explain why “Connected” matters
  • Frame shared objectives

Contact a West CX specialist to learn more.

You’re a Multi-channel organization.

Your customer support is largely reactive. Whether or not you have proactive engagement strategies in place, there is limited visibility across functions and limited integration between channels. Objectives, processes and information are likely driven inside-out, from functional silos. By putting the customer first and finding points of integration, you will be on a path to being Connected.

What to do now?

  • Clarify importance of consistency
  • Reinforce early success
  • Valuate formal CX strategy role
  • Prioritize common interactions
  • Tie inbound and proactive channels
  • Design data collection strategy

Contact a West CX specialist to learn more.

You’re a Connected organization.

You are promoting intuitive self-service with seamless multi-channel routing and proactive communication to pre-empt some need for inbound customer support. Cross-functional visibility is decreasing the level of effort for customers and employees alike. Now, more of your attention can be focused on using data to drive smart incremental improvements and become more Predictive.

What to do now?

  • Correlate data and CX attributes
  • Adjust workforce expectations
  • Assess opps for segmentation
  • Onboard business analysts
  • Plan active experimentation

Contact a West CX specialist to learn more.

You’re a Predictive organization.

You have a well-oiled ecosystem of technology in place, an integrated strategy for customer engagement across functions and channels, and 360-degree visibility into the CX. Informed by past events and user data, predictive analytics builds models to anticipate what will happen and adjusts treatment accordingly. Now you can find opportunities to help customers do more than they ever expected!

What to do now?

  • Continue building data sources
  • Identify gaps in the neural network
  • Prioritize digital innovation
  • Find opps for machine learning
  • Visualize risk vs. reward of change

Contact a West CX specialist to learn more.

You’re a Prescriptive organization.

Wow! You are ahead of the curve—using business analytics to automatically improve customer handling and the UX in real time. Automated technology dynamically drives the next best action, and you can focus on other areas of your business.

What to do now?

  • Tune CX measures regularly
  • Watch market trends
  • Find ways to delight customers

Contact a West CX specialist to learn more.

WHITE PAPER

Learn more about each level of CXLM maturity.

Do your results sound about right?

Or seem a little off base?

Contact one of our CX specialists at 800.841.9000 to learn more about our model and start building your roadmap to maturity.


West Corporation

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