Intrado Resources

Intrado’s Customer Experience Lifecycle Management Maturity Model

Brands that effectively connect interactions throughout the customer journey, predict behavior and deliver a perpetually better experience will be strategically positioned to evolve with consumers – promoting efficiency, heightening profitability, maximizing meaningful engagement and winning loyal advocacy.

Customer Experience Lifecycle Management Maturity is the correlation between CX – including customers’ experience (convenience, control, effective self-service) and perception of it (satisfaction, brand affinity, advocacy) – and the quality of what/how the enterprise delivers across the customer lifecycle to create said experience (organizational alignment, integrated technology, operational efficiency, cross-functional transparency, data-driven strategy).

This guide will help you discover where your company sits on the CXLM Maturity Model, providing anywhere from completely disconnected to blissfully prescriptive experiences.