26th Oct 2018

How to measure your CX maturity – and deliver a world-class programme

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Today’s customer experience (CX) programmes provide a crucial opportunity for differentiation beyond price and quality. Yet, ironically, many organisations are delivering comparable experiences because their CX programmes have hit the same brick wall: they can capture customer insights, but are unable to turn insights into action and drive organisational change – which is the hallmark of a truly world-class programme. How do you know if you’re one of those stuck in the rut – and how do you push past it?

In this webinar, Rachel Lane, solutions principal at Medallia, advises how you can assess the maturity of your current CX initiative, and how to understand the best practices and steps involved in developing and reiterating towards a world-class CX programme.

Rachel also shares insights and examples of how you can find and surface that big, impactful CX story from your feedback data, before recommending ways to optimise your programme so that it is always proactive, relevant and embedded in your organisation. The webinar concludes with a  Q&A where viewers surfaced solutions to their specific CX challenges.

You will learn:

  • How to understand your CX maturity
  • The CX goals to move your programme forward
  • How to surface that BIG story from your feedback
  • Best practices for a proactive CX programme


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