Customer Experience Maturity Monitor: The State of Customer Experience Capabilities and Competencies

Off late it is happening. Across channels and touchpoints, customers are experiencing company. Whether interacting on the Web, through a call center, on the phone, by way of e-mail or face-to-face, customers are experientially assessing the extent to which company values their patronage. Those experiences are collectively serving to strengthen relationships - or, if company is failing to fulfill its brand promise and to delight customers, are instead weakening the bond between customers and business.