Most companies struggle to find the right approach and setup for Customer Experience Management (CXM). As for any commercial endeavor, the crucial first step for successful CXM is to make a detailed plan, based on a clear understanding of current strengths and weaknesses or the business, as well as concrete and achievable goals.

In this paper, you will first approach to the Customer Experience Maturity Assessment (CXMA). CXMA examines the current status of CXM in an organization, across all relevant customer experience dynamics. It delivers a holistic roadmap, with concrete actions in different customer experience areas, aligned with management goals.

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