The First Step Is the Hardest: Assess Your Maturity for CX Evolution

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  • Sheila McGee-Smith, President & Principal Analyst at McGee-Smith Analytics, LLC
  • Brian Christiansen, Vice President, Head of Global Solutions at Talkdesk

With this new era of customer experience (CX) upon us, contact centers figured out how to survive — even thrive — by embracing disruption as an opportunity to modernize. But it’s imperative that organizations persistently reevaluate their systems in order to continue innovating and delivering next-gen experiences that attract and retain customers. 

Benchmarking and building a plan can be challenging, as it requires you to ask difficult questions: 

  • “Is our CX falling behind or have we plateaued?” 
  • “Where should we focus our efforts?” 
  • “What’s the logical first step?”

As a CX leader, it’s your responsibility to take that step forward to improve CX maturity and differentiate your business while others stand still. But you don’t have to embark on this journey alone. Join Sheila McGee-Smith, President & Principal Analyst at McGee-Smith Analytics, LLC, and Brian Christiansen, Vice President & Global Head of Solutions Engineering at Talkdesk, to learn how to score your current maturity level, set a vision for your ideal future state and create a roadmap to get there. 

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