Measurement and Performance (CX Centric State of Customer-Centricity Report)

At the end of 2023 CX Centric launched the first global State of Customer Centricity Research Project. The objective of this project was to establish a global benchmark related to Customer Centricity.  Over 250 organisations worldwide took part in this project. This research was based on the Customer Centricity Maturity Model (CCMM). To access the full State of Customer Centricity report click here.

In this article we explore the results specifically related to Measurement and Performance which is one of the eight principle domains of the CCMM Model.

Focusing on Measurement and Performance enables an organization to understand how profitable its efforts are, as well as the value it delivers to its customers and other stakeholders.

50% of organizations who took part in the state of customer centricity 2023 research project are not actually measuring the customer experience, or if they are measuring the experience, they're not sharing it across the organization. These sorts of organizations are normally taking the old school approach, so that means they're using standard business metrics and they're comparing them purely against their competitors. These types of organizations will always be on the back foot because they won't be able to tailor their products and services and offerings to emerging customer needs.

Customer needs are constantly changing, especially when you're taking into account new generations with different values, with different priorities, different behaviors, and different communication methods. Getting a deeper understanding of your customers is critical in business today. We have training courses on how to measure customer experience, and we also have customer experience measurement frameworks. These can all be found in our training courses.

To learn more on the importance of Measurement and Performance click here

This October we are running our first all-encompassing 5 week Customer Experience Winter School. We will support professionals to level up their knowledge and skills in Customer Experience. Please check out the link and register interest. Please note that spaces are limited so reserve your space to avoid disappointment.