Customer Experience Maturity: From Beginner to Best-in-Class

In this session, Anna and David will take you through their journey developing a customer experience maturity model to help an organisation articulate how they are performing in this important approach.

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Talk Details

Taking inspiration from established maturity models, you will see some of the key elements of Customer Experience maturity more clearly articulated, with a practical example of how it is being used to inform decisions and change perspectives.

Key learnings from this session:

What are the fundamental parts of a customer centric organisation?
How might you identify your organisation’s performance?
How can you use a maturity model to influence change and prioritise where you focus effort in your organisation?

Speakers

Anna Hessenbruch

Associate Director of Global Engagement and CX

Novo Nordisk

David Amos-Reeves

Consultant

The Experience Hub

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