More than 60% of customers are extremely willing or very willing to switch brands to have a better customer service experience. Customer experience (CX) is critical to retaining and driving business and the mandate to improve it is constant.
If your CX isn’t building brand love and loyalty, it’s time to transform your CX strategy to align with your company’s business goals and impact the bottom line. To develop a transformation strategy, look beyond traditional contact center key performance indicators (KPIs) and instead use a holistic view of your CX to evaluate, prioritize and enhance areas in need of improvement.
At Talkdesk, we’ve engaged with thousands of CX leaders and learned that every brand falls into a defined CX maturity level. Based on this experience, we have developed the Talkdesk CX Maturity Model™ to help brands understand their current maturity, set a vision for their ideal future state and create a roadmap to get there.
The Talkdesk CX Maturity Model evaluates CX based on nine core areas:
We ask organizations to begin with a self-assessment, scoring themselves across these nine areas. From this data, we can map an organization’s CX maturity into one of four stages:
These maturity stages give a clear indication of a company’s current CX maturity status and areas for targeted improvement, from which the Talkdesk team generates a roadmap to get there.
With a CX transformation strategy in place, organizations can move up the maturity scale at their own pace to become more customer-centric. The more strategic the contact center becomes in delivering sophisticated CX, the higher its visibility within the organization as it contributes more to business outcomes and success.
If you are interested in learning more about the four stages of contact center maturity and how Talkdesk is uniquely positioned to support you along every step of your CX transformation journey, download the Define Your Vision for CX Greatness white paper or watch The First Step Is the Hardest: Assess Your Maturity for CX Evolution webinar with principal analyst, Sheila McGee-Smith.
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