Build the capabilities that drive customer-led growth
Are customer insights shaping strategic decisions? Do employees have the tools and authority to act on customer needs? Can you demonstrate the impact of your CX investments?
Only 13% of organisations achieve leading levels of CX Maturity, while 57% consistently deliver experiences aligned to their brand promise (source: Voices of Experience 2026). These findings highlight a common challenge: many organisations struggle to align strategy, culture, insight and execution in a way that consistently delivers against their business and customer ambitions.
This is why CX Maturity Matters.
Ipsos’ CX Maturity Assessment helps organisations understand how their CX system is working today, identify capability gaps, and build a practical path towards becoming more customer-led.
Ipsos' CX Maturity Assessment evaluates seven critical capabilities that enable great customer experiences. Combined with our Global Benchmark and CX Roadmap, it provides a clear view of:
- Where you are today
- Where you need to be
- How to get there
Our approach
- Quantitative Diagnostics
Assess maturity across your organisation with seven critical CX capabilities. - Qualitative Exploration
Understand the context, barriers and opportunities behind the scores. - Global Benchmarking
Compare performance against organisations across 44 countries and 10 sectors. - CX Roadmap
Prioritise the capabilities, investments and actions that will drive the greatest impact.
The result is a practical, evidence-based approach to building the capabilities that drive better customer outcomes, stronger business performance and sustainable growth.
Great customer experiences are not created by chance. They are created by organisations that have built the capabilities to consistently understand customers, act on insight and deliver meaningful change.
