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How to up your CX game with valantic’s CX Maturity Assessment

Danny Althoff

December 12, 2023

Image of a man on a laptop and a woman talking to a third, unrecognizable person.

In Part I of this two-part article, you’ll find out how valantic can help you efficiently gauge your organization’s customer experience maturity – and why that’s so important. In Part II, we’ll delve into the specifics of the assessment. Discover how to craft a tailored roadmap for your journey towards excellence!

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A new approach to digital experience strategy

You may be thinking, ‘Oh no, not again. Not another framework promising a cutting-edge digital experience strategy’. In essence, most of these frameworks emphasize one thing above all: the need to define your digital experience strategy and align it with your business goals. That’s solid advice. However, there are a couple of caveats:

  • Crafting a strategy can be time-consuming and expensive. Digital experience strategy, in particular, requires a skill set that’s often in short supply within companies. It also necessitates a fundamental shift in how you think about engaging with your customers.
  • The digital landscape evolves at breakneck speed. A study1 revealed that “digital leaders move four times faster and with twice the power compared to their peers”. This means that strategy exercises must be an ongoing, regular occurrence.

So, you’re left with a choice: either establish a disruptive and enduring digital experience strategy or explore a more practical, hands-on approach.

What’s even more important than your strategy?

Of course, having a strategy in place is crucial – preferably a robust business strategy. Why is this essential? To quote Michael D. Watkins2 , “A business strategy is a set of guiding principles that, when communicated and adopted in the organization, generates a desired pattern of decision-making. A strategy is, therefore, about how people throughout the organization should make decisions and allocate resources to accomplish key objectives”. It serves as a fundamental driver for propelling your company forward.

Yet, there’s another key factor to consider, arguably the most critical one for your organization: the customer. Without customers, no company can hope to survive, let alone thrive. That’s why customer satisfaction is the lifeblood of your enterprise, responsible for generating revenue and forming the foundation for sustainable growth. It only stands to reason that you should go to great lengths to satisfy your customers, offering them the best possible experience. By providing an exceptional experience throughout the entire value chain, you can transform them into loyal customers and even enthusiastic advocates of your brand.

Bild von einem Mann am Laptop und einer Frau, die mit einer dritten, unkenntlichen Person sprechen.

Building a profitable future: the power of customer-centricity

The focus on your customers is more than just a feel-good philosophy; it’s a proven path to greater profitability. Customer-centric companies have been shown3 to be a staggering 60 percent more profitable than those that don’t prioritize customer satisfaction. If you’re hooked on the idea of transforming into a truly customer-centric company now, we have a streamlined and effective solution to help you create a concrete plan with actionable steps to achieve this goal: valantic’s Customer Experience Maturity Assessment.

This assessment is your fast track to understanding where your company currently stands in its journey to delivering the best possible customer experience. It provides valuable insights into what’s working well and identifies areas that require attention.

What sets this assessment apart is that it’s conducted by one or more valantic experts. These experts bring transformative knowledge and expertise to the table, ensuring an objective evaluation and helping define the most suitable actions, all with a useful inside-out perspective.

The 5 steps to CX transformation with valantic

valantic’s Customer Experience Maturity Assessment follows a structured 5-step approach:

  • Step 1: Capabilities exploration

In collaboration with your subject matter experts, we begin with a deep dive into your company’s existing capabilities for delivering an exceptional customer experience. We work within a predefined, yet adaptable framework, breaking it down into four key dimensions (digital experience, business, organization, data). Within these dimensions, we identify more granular capability areas and pinpoint the main drivers. These drivers are the levers that can be pulled to excel in each specific area.

  • Step 2: Maturity level definition

Building on the insights obtained in the first step, we define your current maturity level and establish a clear target level. This desired level may be the same as your current level but involves specific enhancements within certain capability areas.

  • Step 3: Driver rating

After a subject-specific assessment of all drivers in step 1 and understanding your desired target maturity level in step 2, we can systematically rate each driver based on the urgency of action required to reach the desired level.

  • Step 4: Action planning

For each driver that necessitates action, we collaboratively define the specific actions to be taken to address these needs effectively.

  • Step 5: Roadmap definition

In the final step, we prioritize all the identified actions, map them to a high-level timeline and transform them into a set of initiatives. This structured approach empowers you to drive your unique transformation program effectively.

From assessment to action: navigating your CX transformation journey

By evaluating your current customer-centric efforts across all dimensions, we create a comprehensive, yet easily digestible overview. This assessment provides a deep insight into your organization’s present state in terms of facilitating and delivering an exceptional customer experience. It also helps establish both the current and desired CX maturity level.

Equally important, the evaluation identifies all the key drivers that require attention and categorizes them based on your business objectives. These drivers are then translated into actionable and measurable items, placed on a roadmap, and converted into initiatives for your transformation program. It’s important to note that the roadmap’s design will be unique to each company, contingent on your existing infrastructure, skills, resources, and the envisioned future maturity.

It’s also worth mentioning that the assessment’s scope (breadth and depth) can be customized to align with your current circumstances, needs and objectives. Not every dimension, capability area or individual driver needs to be explored. Likewise, not all channels, touchpoints, organizational units, capabilities and processes must be assessed. Our experts focus their attention on the specific aspects of your organization that are essential for propelling you to the next level of the desired customer experience level.

Junge Frau, die konzentriert auf einen Bildschirm schaut und die Daten einer Customer Journey abliest.

Kickstart your CX success with us!

Let’s pinpoint the ideal starting point and key drivers for your company’s CX success! Reach out to us to explore how we can assist you in gaining a competitive edge in this journey. You can schedule a complimentary and non-obligatory 25-minute call with us. During our conversation, we’ll delve into how the assessment can be tailored to your company’s specific needs and even perform an illustrative assessment of one of the 12 capability areas.

Foto von einem lächelnden valantic-Mitarbeiter, der am PC sitzt und einen Kopfhörer im Ohr hat.

valantic’s Customer Experience (CX) Maturity Assessment

In Part II of this article, you can dive deeper and gain further insights into our assessment framework.

Up your CX game with us now!

This approach sounds like exactly the right fit for you? Then we encourage you to reach out and embark on the journey towards becoming a CX champ!

Contact us! Contact us!

1Bughin, J, LaBerge, L., & Mellbye, A. (2017, February 9). The case for digital reinvention. McKinsey Quarterly. Just how fast is the ‘speed of digital’? Now we know.
2Watkins, M. (2007, September 10). Demystifying Strategy: The What, Who, How, and Why. Harvard Business Reviews. Demystifying Strategy: The What, Who, How, and Why
3Schmidt, D., Majonek, A., Moulliet, D., & Grimm, F. (2017). Wealth Management Digitalization changes client advisory more than ever before. Deloitte (06)

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