A Conversation Between Experts: The Art of Customer Journey Orchestration
by John Seeds and Karl Phenix
Measuring Your CX Maturity
Most organizations have been doing CX for quite some time. In this session, we will share with you a proven customer experience maturity model that you can use to see where you are in your customer experience growth and maturity.
KEY DISCUSSION TOPICS
- 6 Disciplines of Successful Customer Experience Programs
- Key Attributes For Each Discipline
- Calculating Forrester's Customer Experience Index (CXI) Score
