Nobody normally sets off on any journey without first deciding where they are going.
The same is true for the customer experience (CX) transformation journey. You have to decide your CX ambition. In other words, what is the kind of experience that you want your customers to enjoy?
We must first determine where we are going (our CX ambition) before we can deal with how we will get there. Where we are going refers to the CX maturity level we are aiming for.
What does CX maturity mean? It is our measured capacity to offer a great customer experience.
Start having the conversations. What level of capacity to offer great customer experiences do you have ambition to build? Let’s start there, then we will discuss how to find out where we are, how to measure our progress and reach our ambition.