Customer Experience Management Assessment

Resource Overview

Use this tool to analyze customer experience management (CEM) maturity in your organization.


Related Resources

Your Problem

You need to evaluate customer experience management (CEM) maturity in your organization.

Our Solution

We created the Customer Experience Management Assessment to help you analyze and benchmark your CEM maturity.  This tool will help you evaluate your team's customer experience management capabilities based on 11 key areas: Culture, Organizational Alignment, Associate Engagement, CX Practice, CX Skills & Knowledge, CX Program Design, Customer Voice Sources, Insights & Actions, Methodology of Customer Intelligence, CX Marketing, and Change Management.

After you conduct the self-evaluation, this prescriptive tool provides you with a visually appealing 'Scorecard' tab that will help you share your results with your marketing team and other key stakeholders.

Key Benefits

  • identifies customer experience management (CEM) best practices
  • quickly identify strengths & weaknesses
  • tracks measurable improvements
  • save 10 hours on formatting
  • automatically generates graph
  • provides instant results


Microsoft Excel Spreadsheet

Estimated Time Required: 1 Hour

Skills Required: Excel (Basic)