CX Goalkeeper with James Perryman - S1E11 is about Customer Experience Maturity Assessments

CX GOALKEEPER - Customer Experience Goals by Gregorio Uglioni

Episode notes

The CX Goalkeeper had a smart discussion with James Perryman

James Perryman is a Coach, Trainer and Consultant to ambitious individuals and organisations. Improving motivation, teamwork and productivity by giving them the self-awareness, confidence and tools to unleash their potential.

James is the founder and director of Momentus

Key learnings:

  • It is all about the “moment” to make the customer fall in love with a company and stay in love with a company

  • There are 2 ways to understand CX maturity assessments

  • based on a KPIs selection in the customer journey (e.g., CSAT, NPS)

  • assessing the maturity internally and externally based on 6 key areas

    1) Vision,

    2) Leadership (Behavior),

    3) Customer (VoC)

    4) Culture

    5) Design methodology

    6) Gov ... 

 ...  Read more
Keywords
maturity assessment