CMO launches CMO CX, customer experience maturity assessment tool
- 15 January, 2018 12:32
There’s no doubt digital disruption has led us all into a new era of experience, where customer engagement is the only true competitive advantage. And in the face of such transformation, the role of CMO as chief customer custodian has never been more important.
But what does it actually mean to be a customer experience chief? How do you shift your emphasis from acquisition to whole of customer engagement? What strategies, metrics, technologies, cultural and corporate changes are required if your organisation is to truly be a customer-led one? And how do you broach the traditional silos of marketing, support, service, digital and engagement in order to improve your CX game?
It’s all of these questions that prompted CMO to launch CMO CX, a dedicated section focused on how to improve your CX approach as an organisation and your CX strategy as a leader.
CMO CX is all about providing our existing readers – as well as those with a wider customer remit – with content and tools that help them succeed in a world where experience is the cornerstone of corporate identity and success. The section is being brought to you by InMoment, a customer experience intelligence vendor focused focused on helping businesses surface customer insights and feedback using advanced analytics.
Within CMO CX, you’ll find a wealth of specific content including customer experience management tips and tricks, CX profiles, strategy and measurement features, technology how-tos and more.
Importantly, we know understanding how your organisation is performing in terms of CX excellence is a key part of the learning and improvement curve. So as part of the debut of CMO CX, we’ve created our very customer experience assessment tool to help Australian marketing and CX leaders determine where their organisations sit in the maturity spectrum for CX strategy, alignment and engagement.
This unique assessment model not only sheds a light on overall maturity level, it also provides comprehensive insight into how your organisation is doing when it comes to the seven foundational areas of CX.
To do this, we’ve based our tool on 7 organisational-wide capabilities vital to making customer experience excellence a reality:
- Customer Listening
- Customer Intelligence and Action
- Organisational Alignment
- People and Culture
- Access to Technology
- Measurement and ROI Framework
- Brand Identity
Those who complete the assessment will be sent details of their total score and maturity ranking, as well as a breakdown of how well their organisation is performing across the 7 foundational areas of CX. Longer term, we’ll also be allowing organisations to compare their level of maturity against the wider market.
The assessment takes no more than 10 minutes to complete, and provides a much-needed benchmark for your organisation on how your CX approach stacks up, and where there’s room for improvement.
I look forward to feedback from all of our readers – old and new – on CMO CX as well as your efforts on the quest to customer-led competitive advantage.
Check out the CMO CX section here.