Step 01

People

Step 02

Process

Step 03

Technology

Beginning
Developing
Accomplished
Exemplary
1. How well does your organization prioritize customer needs to drive your business planning, decision-making, and strategy?
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2. How adept is your organization at knowing and understanding your ideal customer profile?
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3. How well does your organization operate cross-functionally to manage the customer journey touchpoints?
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4. How well does your organization communicate the company's CX vision to employees?
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5. How skilled would you say your average customer-facing employee is at clearly articulating how they impact the customer experience?
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6. How skilled is your company at prioritizing new employee hires for their ability to focus on the customer’s needs and to empathize with them?
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7. How well does your organization support customers at the executive level, such as having a "Chief Customer Officer" or other executive roles solely dedicated to customers?
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8. How well do your company leaders understand that CX is a business philosophy and a necessary part of your business's long-term growth?
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9. How proficient is your company at celebrating internal customer champions that excel in their roles?
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Beginning
Developing
Accomplished
Exemplary
10. How adept is your organization at measuring customer satisfaction regularly to determine the health of your customer relationships?
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11. How accomplished is your organization at defining processes for managing milestones within the customer journey from prospect to advocate?
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12. How capable is your organization at enabling employees to provide the best customer experience?
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13. How committed is your organization to having a clear CX strategy with milestones?
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14. How would you grade your organization's defined and repeatable process for sales, marketing, and customer service?
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15. How well does your organization measure metrics, KPIs, and goals for business performance and customer retention?
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16. How well are customer journey processes implemented throughout the company on all customer and non-customer-facing teams?
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17. How informed is your organization on customer experience leaders (organizations) in your industry, and how they differentiate?
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18. How well do leaders in your organization prioritize utilizing customer journey maps as main, strategic tools?
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Beginning
Developing
Accomplished
Exemplary
19. How able is your organization to use historical data to accurately identify trends, opportunities, churn potential, and threats to customers to address opportunities and issues?
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20. How accessible is your customer data across the entire company regardless of role?
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21. How well does your technology stack aggregate data from various sources to show a complete customer view?
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22. How completely does your organizational data provide insight into common customer problems or pain points to drive business initiatives?
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23. How well does your business maintain customer data that is current, accurate, and complete?
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24. How thoroughly does your organization utilize AI and or other data analysis technologies to derive more information from internal data, if at all?
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25. How well does your business technology enable employees to focus on their jobs rather than the tool?
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26. How easily can your employees access your organization's technology securely, whether working in an office or remotely?
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27. How seamlessly does your business technology work together without limiting day-to-day business activities throughout the company?
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