As customers interact more frequently with companies over digital channels, these experiences are increasingly becoming the backbone of customer loyalty. But a company’s ability to design and deliver easy, emotionally engaging digital interactions doesn’t appear overnight. XM Institute’s research shows they evolve through five stages of customer experience (CX) maturity as they gradually master the six XM Competencies and 20 XM Skills.
Use the Digital CX Maturity Assessment to evaluate how you are currently performing across each of these Competencies and Skills and determine where your CX program falls across the five maturity stages. Then review the information provided to develop plans for making progress towards your digital CX goals.