EXECUTIVE SUMMARY
Research shows that customer experience (CX) is highly correlated with loyalty. However, while any company can improve portions of its customer experience, it takes more than a few superficial changes to create lasting differentiation. To become a customer experience leader, an organization must first create a customer-centric culture by mastering four customer experience core competencies:
- Purposeful Leadership: Operate consistently with a clear set of values.
- Compelling Brand Values: Deliver on your brand promises to customers.
- Employee Engagement: Align employees with the goals of the organization.
- Customer Connectedness: Infuse customer insight across the organization.
Temkin Group has developed a Customer Experience Competency and Maturity Assessment to help you gauge how proficient your organization is at each of the competencies and help you track your progress through six levels of customer experience maturity.
This report was originally published by Temkin Group prior to its acquisition by Qualtrics in October 2018. It has been reformatted, but no substantive changes have been made to the content.
