What is Excellence in Customer Experience Programs?

In today’s dynamic competitive environment, a mature Customer Experience (CX) program is critical to a company building strong relationships, growing sales and avoiding disruption.

Recently, Rockbridge Associates, Inc. and Confirmit along with colleagues from the University of Miami and St. John’s University business schools, embarked on a project to develop a structured and scientifically validated version of the CX Maturity Instrument. The following tells the story of how we validated this tool, the insights it provides on best practices, and pertinent findings from a national benchmark survey conducted as part of the process.