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Congratulations on completing the initial phases of your Customer Experience (CX) maturity review! Now that you have a clear understanding of your organisation's strengths, weaknesses, and CX gaps, it's time to channel these insights into action through the final phase of the process: action planning. This toolkit will guide you…

You’ve decided to embark on your CX transformation journey, and have built your leadership team – what’s next? The second step in the process of setting the Direction of your organisation’s CX policy is assessing your strengths and weaknesses. This process is called a Maturity Review.

In the famous words of mathematician, mathematical physicist and engineer, William Thompson: “To measure is to know.” This perspective proves equally vital to our modern-day public sector when considering the importance of a systematic approach to performance evaluation and monitoring with respect to CX practices.

When establishing public-centred direction, the first step to envisioning a new CX approach is putting the right brains behind the operation. Organisations seeking to transform their CX approach require strong leadership to bring knowledge and new ideas to the table, and to drive positive change across the organisation.

While most organisations know the importance of journey mapping, many fail at incorporating this tool into their customer experience initiatives – as though they’re planting a seed but not watering it. For an organisation to increase the value of its customer journey map, this tool must live up to its…