Gauge your current CX capability

Gauge your current CX capability

In the last installment, we spoke of the need to decide your customer experience (CX) ambition.  This refers to the CX maturity level that you aspire for as an institution.  What do we mean by ‘maturity level?’  This refers to your capability to produce a desired customer experience for your customers.
Deciding the CX capability you want to offer is one thing – but where are you now?  What is your current capability for producing an excellent customer experience?
Your current capability sets you up to know what you need to do in order to achieve your ambition.  Where you are informs what you need to do to reach your destination.
We check our cars, the amount of fuel we have, the air ticket we have, the passport and the VISA before we travel don’t we?  Those things are the capabilities of travel.  
There are also capabilities of excellent customer experience.
These capabilities fall into three pillars: our people, our processes and our technology.  If we make the necessary changes in these three pillars, we will be able to deliver our ambition.
Before we know what to change to reach our CX destination – where are we now?  What is the level of CX we can deliver now?  What are the capabilities that are facilitating our delivery at that level.
If we know where we ARE, we will know what to do to get where we want to BE.