Introducing Ipsos’ newly updated CX Maturity Assessment, and CX Roadmap

How mature is your organisation’s Customer Experience? And what do you need to do to get where you need to be?

Only 15% of CX professionals say their organisation is leading, based on Ipsos’ CX Maturity framework.1 Ipsos’ CX Maturity Assessment assesses organisations across seven critical CX competencies, updated to include an ESG (Environmental, Social & Governance) related competency.

The number one priority for Experience Management (XM) professionals around the world is to develop or refine their CX strategic roadmap.1 Ipsos’ CX Maturity Roadmap builds on your CX Maturity Assessment to guide the evolution and optimisation of Customer Experience in your organisation.

Ipsos | CX Maturity Framework

CX Maturity Assessment

CX Maturity Assessment will determine at which maturity level your organisation is operating – foundation, practiced, or leading – and provide a clear path to move up through competency levels.

  • How does your organisation stack up versus best practice? And what do you need to do to get to leading?
  • Need a framework to facilitate the transition from delivering randomised experiences, through to intentional and differentiated customer experiences?
  • Want detailed explanations of the capabilities required to transform your CX?

Ipsos’ CX Maturity Assessment is a unique, simple and intuitive assessment model which benchmarks your current CX efforts.  It enables you to track progress and provides a clear path to move through maturity levels, by competency.

CX Roadmap

CX Roadmap enables your organisation to prioritise Customer Experience investment and initiatives to deliver a tangible Return on your CX Investment (ROCXI).

  • What are the improvement areas in your organisation that need to be addressed to achieve true customer centricity?
  • And which ones are priority? Urgent? And how do you go about tackling them?
  • How do you get the organisation behind you?

Ipsos’ CX Roadmap ensures you know where you need to focus and what you need to do.  It helps you develop a common language across the organisation, and bridge the gap between siloed teams, so the organisation is working together, with CX governance in place to ensure that’s in the right direction, in the right way.

To find out more, and to discuss how CX Maturity Assessment and CX Roadmap can help you and your organisation, get in touch with your local Ipsos CX contact or contact us at [email protected]

Ipsos | Customer ExperienceTo understand more about the role of CX Maturity Assessment and CX Roadmap in your overall customer strategy, read: Rewiring your CX DNA, Ipsos’ paper which outlines the key principles of a successful customer strategy.

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Notes

[1] [Webinar] Global Voices of Experience 2023 | Ipsos

Customer Experience