The Six Stages of CX Maturity

In the Temkin Group Insight Report: The Future of Customer Experience, Bruce Temkin shares the six stages of CX maturity: Ignore: Company does not see customer experience as a key differentiator. Explore: An ad-hoc group is established to understand how the company can improve customer experience. Mobilize: A full-time executive leads the effort to improve … Read more

Companies are increasing their Focus on Customer Experience

“Companies are increasing their focus on customer experience (CX) as they discover its link to loyalty and overall business results. This growing discipline around CX management is creating different stages of evolution. We’ve passed through the initial phases of CX Intrigue and CX Exuberance and have entered into the era of CX Professionalism. As firms … Read more

The Holistic Experience between Brands, Products and Services

“Apple has been held up as the definitive example of how to integrate a brand and its products and services to create an extraordinary company. The stock market, the ultimate arbiter of American business success, now places more value on a design-driven company…”  – Reuben Steiger, Great Brands Are About Fusing Product And Service. How Do … Read more