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.

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?