How mature is your organization with Customer Experience Lifecycle Management?

Have you mapped your customers' journey?

Have you identified common points of customer friction and moments of truth in that journey?

Do you show customers you know and remember them – for example, with identification and verification In the voice channel?

Are you collecting customer feedback?

Do you understand what action customers want to take, and do you make it easy for them?

Are you preempting the need for customer service with proactive engagement?

Have customer experience expectations been analyzed across the enterprise, and have priorities been set accordingly?

Has customer feedback been consolidated to a single view?

Are you assessing customer satisfaction, loyalty and advocacy in direct and indirect ways?

Do you find ways to surprise and delight customers, and help them do more?

Have internal structures and processes been analyzed from the customers' perspective, internally or with help from a third party?

Is there a concentrated system in place for all functions, cost centers and/or locations to coordinate and hold one another accountable to customers?

Is that system extended to all partners and vendors?

Has the organizational structure been realigned around the CX rather than product, channel or function?

Are your workplace culture and behavioral expectations of employees aligned with the intended CX?

Does automation support collaboration and efficiency among groups to drive customer-centric business performance?

Do you have a standardized CX management strategy or CX leader in place?

Have all key internal stakeholders agreed on the importance and desired state of CXLM maturity?

Have you activated self-service tools/channels for one or more functions?

Have you activated automated tools/channels to proactively engage customers in one or more functions?

Do you benchmark and improve usability of specific channels?

Are objectives for inbound service and proactive engagement identified relative to the entire customer journey?

Are customers able to indicate and manage their channel and interaction preferences via automated tools for self-service?

Do you honor customer data privacy with a focus on building trust, rather than legal risks?

Are customer segments and engagement tactics standardized across channels, and across departments?

Do your customer engagement strategies align with the overall business strategy?

Is your current portfolio of all customer-facing technology identified?

Are you decommissioning legacy systems and investing in API-driven, cloud-based technology?

Have you assessed the underlying infrastructure to identify points of intersection between channels and data?

Do you have a systematic approach to integrating channels and data into a comprehensive communication ecosystem?

Do you have a functional omnichannel environment, including consolidated business rules, customer data, reporting and visibility?

Are upgrades and improvements to your environment automated?

Have you accounted for the integration of emerging technologies?

Are all current data points and data stores inventoried?

Is data accurate and current, and are processes in place to keep it up-to-date and in compliance with appropriate regulations?

Are paths to single-channel optimization identified using historical data?

Have key data points and business rules been consolidated into a single view?

Do you have a proven system in place to conduct experimentation and operationalize new findings?

Do you have skilled data scientists in place to conduct thorough business analysis?

Are you analyzing cause and effect relationships in data to predict user intent and streamline interaction?

Are systems in place to automate data analysis and dynamically prescribe the next best action in real-time?

Have you identified key business success measures?

Are CX measures/impacts viewed as important to operations and profitability at all levels across the enterprise?

Do you have a hierarchy of metrics shared across the enterprise, including financial, operational, CX and employee engagement objectives?

Can you attribute some component of ROI to the CX?

Are metrics aligned to hold functions accountable, and help teams and employees recognize and measure their own impact on the CX?

Do you have a proven system in place to address unsatisfactory results?

Are you able to articulate the value of each customer segment?

Are you able to articulate the value of each individual customer?

Do you have measurable proof that your CX is reinforcing brand loyalty and advocacy?