Score

Welcome

We don't have a clear vision for the customer experience. We're not sure where we're headed.                

We have a general idea of our vision for the customer experience, but it's not well explained or connected to our goals.

We have a clear vision for the customer experience that's shared with everyone and helps guide our actions towards success.

The vision for the customer experience is actively communicated, and everyone in our organisation feels excited and motivated by it.

Our vision for the customer experience is fully defined. It is an essential part of everything we do, guiding us to make great decisions and inspiring us to achieve big things together.

Does your organisation have a clear vision for the customer experience?

We rarely convert customer experience objectives into projects. When we do, it's unplanned and reactive.     

Sometimes we turn customer experience objectives into projects, but it's not consistent. We miss several opportunities.

We have a standard way of converting customer experience objectives into projects. Most of the time it works, but there are exceptions.

We always convert customer experience objectives into projects. We track our progress and occasionally adjust when needed.

Every customer experience objective becomes a clear project. We consistently monitor, adjust quickly, and stay aligned with our overall goals.

How well does your organisation turn customer experience objectives into actionable initiatives or projects?

We lack the required skills and expertise, leading to challenges in achieving our customer experience objectives and delivering desired outcomes.

Some skills and expertise are present, but there are skill gaps in specific areas or lack of depth in certain capabilities, affecting our customer experience initiatives.

We have adequate skills and expertise to drive customer experience initiatives and achieve our goals.            

We have the necessary skills and expertise available to achieve our customer experience goals, with a focus on continuous development and up-skilling.

We excel in maintaining a deep pool of skills and expertise to achieve our customer experience goals, with specialised talent driving innovation and growth.

Does your organisation have the necessary skills and expertise to achieve its customer experience objectives?

No or limited collaboration and communication among teams, hindering effective coordination and cooperation.

Some efforts are made for collaboration and communication, but there are still challenges in working together smoothly.

Teams encourage collaboration and use good communication methods, making it easier to work together effectively.

Collaboration and communication are actively promoted, creating a culture where teams work well together towards common goals.

Collaboration and communication are a natural part of the organisation's culture, enabling teams to work together seamlessly and achieve great things collectively.

Is there effective collaboration and communication among teams?

TL Personalisation Maturity Survey

Customer Journeys have not been formally mapped, and touchpoints for personalisation are unidentified.

Customer Journeys are somewhat mapped, but the touchpoints for personalisation are broad and not clearly defined.

Customer Journeys are clearly mapped, with some specific touchpoints identified for personalisation, but there's room for further refinement.

Customer Journeys are extensively mapped with clear touchpoints for personalisation, ensuring tailored experiences for most customers.

Customer Journeys are comprehensively detailed, with precision on every potential touchpoint for personalisation. Continuous evaluations ensure they remain relevant and effective.

How well are Customer Journeys mapped to highlight the key touchpoints for personalisation?

We don't currently utilise performance metrics or customer feedback to inform improvements in the customer experience.

We occasionally review performance metrics and customer feedback but lack a structured approach to consistently act on these insights.

We regularly collect and review customer feedback and performance metrics, but the implementation of improvements based on this feedback is inconsistent.

We consistently collect customer feedback and performance metrics and have dedicated teams or processes in place to analyse and make informed decisions to enhance the customer experience.

We have an integrated system where performance metrics and audience feedback are consistently collected, analysed, and acted upon, ensuring that the customer experience is continually refined and improved in a timely and effective manner.

How well does your organisation ensure that the customer experience is continually improved based on performance metrics and customer feedback?

My organisation delivers a generic experience, meeting only basic customer expectations through standardised interactions.

My organisation meets customer expectations with standard interactions that resonate, but lack personalisation and engagement.

My organisation occasionally exceeds expectations by tailoring experiences to individual customer preferences, though inconsistently.

My organisation often exceeds expectations through engaging interactions and proactive service, showing attentiveness to customer needs.

My organisation far exceeds expectations by consistently delivering highly personalised and meticulously crafted customer experiences.

How well do you believe your organisation's customer experience efforts meet the expectations of customers?

The customer experience varies significantly across different channels, leading to confusion and dissatisfaction.

There's a noticeable inconsistency in customer experience across different channels, which causes some level of dissatisfaction.

There's a moderate level of consistency in the customer experience across different channels, but there's a need for improvement.

The customer experience is highly consistent across different channels, providing a seamless interaction for customers the majority of time.

The customer experience is exceptionally consistent across all channels, ensuring a seamless and unified customer interaction at all times.

How consistent is the customer experience across different channels (e.g., online, email, in-person)?

There is a lack of experienced staff with the necessary expertise to maximise the usage of technology tools and drive innovation. Skills and capabilities may be limited, hindering the full potential of technology adoption.

Some experienced staff exist, but there may be gaps in their capabilities to fully leverage technology tools and drive innovation. Additional development and upskilling are required.

Experienced staff with the required skills and capabilities are present, capable of maximising the usage of technology tools and driving innovation. They actively contribute to technology-related initiatives and provide valuable insights and expertise.

Experienced staff are actively managed and developed. There are structured training programs, mentorship opportunities, and knowledge-sharing initiatives in place to enhance their capabilities and foster continuous growth.

Our organisation has a highly skilled and experienced workforce that excels in maximising the usage of technology tools and driving innovation.

Does your organisation have experienced staff capable of maximising the usage of technology tools and driving innovation?

Our technology platforms remain unconnected to the broader technology stack, leading to data silos and inefficiencies in information flow, which hampers our ability to deliver a seamless customer experience.

While efforts have been made to integrate, gaps and inconsistencies still exist in merging our platforms with the rest of the stack. This situation may limit information sharing and hinder our customer experience initiatives.

Our technology platforms have been well-integrated with the broader technology stack, ensuring that data and information flow smoothly. This integration allows for efficient communication and collaboration, enhancing our capacity for delivering a superior customer experience.

Integration is under active management and continuous improvement, with a comprehensive strategy supported by standardised protocols and interfaces. These efforts not only promote seamless data exchange but also contribute to the success of our customer experience initiatives.

Our integration practices have reached an advanced and highly optimised level, creating a cohesive and interconnected ecosystem within the technology stack. This seamless data exchange provides a foundation for delivering an exceptional customer experience.

How effectively are technology systems integrated to ensure seamless data flow and support customer experience initiatives?

There are inefficient data capture, storage, and management processes across systems and platforms.

Basic data capture, storage, and management processes exist, but there is room for improvement in efficiency and effectiveness.

Well-defined processes for data capture, storage, and management exist, ensuring consistency and accuracy across systems and platforms.

Data capture, storage, and management processes are actively managed, optimised, and integrated with relevant systems and platforms for enhanced efficiency.

Advanced data capture, storage, and management processes, leveraging modern technologies and best practices for seamless data flow and scalability exist.

How effectively does your organisation capture, store, and manage data across different systems and platforms?

Limited or no data analytics and reporting capabilities are in place.                                     

Basic data analytics and reporting capabilities exist, but are limited in scope and functionality.

Well-established data analytics and reporting capabilities exist that support informed decision-making.

Data analytics and reporting capabilities are actively managed and refined to provide actionable insights and drive business outcomes.

Advanced data analytics and reporting capabilities exist, leveraging cutting-edge technologies and methodologies to uncover valuable insights and drive continuous improvement.

Welcome

Welcome to The Lumery's CX Capability Assessment Tool!