Quickly identify your strengths and weaknesses in the five critical process areas demonstrated by organizations that are successful at reaping the benefits of customer experience analytics.
This survey is intended to be short and focus on a few key aspects. It will assist in evaluating your current customer experience analytics maturity and help drive the discussion that will guide the next steps in your measurement roadmap.
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The Governance and Objectives dimensions address the digital strategy, while Team, Process and Technology relates to the ability to deliver value to the organizations.
Mature organizations have well-defined, well-communicated roles and responsibilities holding teams and people accountable across the full spectrum of activities required to collect, analyze, and use customer experience data to measure and act on business goals.
Mature organizations define very clear business objectives that are measured by structured Key Performance Indicators (KPIs) designed to quantify success or failure. They have spread analysis activities throughout their entire digital ecosystem and are actively leveraging customer experience analytics as an organization-wide program for transformational change.
Teams in mature organizations include defined roles for technical data-collection, experienced data architects and analysts, as well as empowered business users experienced in data-driven decision-making methodologies.
Mature organizations leverage formal frameworks across their teams and departments and enable team members to learn and use these frameworks in a continuous improvement workflow throughout the organization.
Mature organizations use relevant tools and technology to enable high-quality data-collection, intelligent reporting, useful visualizations, and advanced analysis such as statistical modeling or predictive analytics.
