Customer Experience Viewpoints: Customer Experience Maturity Spectrum

"Most of today's customer experiences aren't great, in part because firms lack maturity in key areas required for customer experience excellence." - Forrester Research, 2009

Today, Customer Experience is about understanding customer behaviors and aligning capabilities to push designed experiences. Tomorrow, practitioners will need to co-create interactive experiences to satisfy customers and outpace competitors.

Perhaps the primary challenge for customer experience practitioners in both B2B and B2C environments is to understand and harness all these new opportunities with some measure of business control. How can practitioners conceptualize how to systematically mature customer experience capabilities?

Inforte's Customer Experience Maturity Spectrum illustrates how to systematically develop capabilities to engage this environment. This spectrum, in conjunction with Inforte's Customer Experience Framework provides practitioners with the tools to understand, manage, and plan capability development.

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