PwC Experience Maturity (XM) Model
About the survey
"What are the building blocks of customer experience transformation and where do we stand in it?"
During the past - highly transformative - period, we encountered similar queries more frequently in the Hungarian market from retail-focused players in various industries. Therefore, we created a cross-industry value proposition to support our clients in their customer experience transformation efforts where it matters most: at the foundations. Based on our market experience, customer experience and the developments serving it are becoming increasingly important in the operations of our B2C-focused clients. Consequently, market players are actively seeking which areas or aspects of customer experience, when targeted for development, achieve the greatest impact cost-effectively.
We interpret customer experience maturity in two dimensions:
- "Internal," meaning organizational maturity and preparedness for customer-centric operations and meeting customer needs.
- "External," referring to the aspects experienced by customers.
By positioning these, we determine which maturity level the company belongs to and with what development actions they can progress. If requested, we complement the report with benchmark analysis, which helps position the company among competitors and other relevant players.
Our Value Proposition
According to our experience, it varies by company whether they employ a unified framework beyond ad-hoc projects and measurements focusing on customer experience, regular assessments, and if they do, which maturity model they use (e.g., Forrester, Qualtrics). Our general observation is also that the handling of "internal" and "external" customer experience maturity dimensions is usually not unified or is incomplete. With our holistic value proposition, we aim to create opportunities for our prominent clients to introduce a fresh approach, advancing in the field of customer experience.
According to our exclusive offer for this business year, clients who order the "external" customer experience maturity assessment will receive the "internal" customer experience maturity assessment and report compilation free of charge, and additionally, based on a unique agreement, we provide an opportunity for complementary benchmark research.
