CX maturity assessment

Ready to transform your approach to customer communication?

If you want to improve your customer experience but aren’t sure where to focus, start here. Compare your score to the industry average and see exactly where to act first.

Step name: Step 01 – About your company

A snapshot of your business

Step name: Step 02 – About you

Your automated journey

Which of the following use cases does your organization automate?

Step name: Step 03 – Use cases

You’re currently automating…

Promotional outreach

Select all that apply

Customer onboarding

Select all that apply

Which appointment booking features are enabled?

Product or service application and order

Select all that apply

Fraud alerts

Select all that apply

Debt collection

Select all that apply

Feedback collection

Select all that apply

FAQs

Select all that apply

Personal account inquiry

Select all that apply

Personal information updates

Select all that apply

Complaint submissions

Select all that apply

Payment confirmations

Select all that apply

General notifications

Select all that apply

OTP (one-time PIN)

Select all that apply

Loyalty program and loyalty management

Select all that apply

Card limit changes

Select all that apply

Card activations

Select all that apply

Card blocking

Select all that apply

Card replacements

Select all that apply

Delivery management

Select all that apply

Product return and refund

Select all that apply

eSIM activation

Select all that apply

Top-up payment

Select all that apply

Any additional features or modules?

Select all that apply

Plan cancellation

Select all that apply

Account creation

Select all that apply

Product order

Select all that apply

Purchase history inquiry

Select all that apply

Warranty inquiry

Select all that apply

Request technical service

Select all that apply

Step name: Step 04 – AI and technology

Your automation technology

Select all that apply

Step name: Step 05 – Tech stack

About your tech stack

Select all that apply

Assess how advanced your CX journeys are in 3 steps:

Tell us about your CX

Get your maturity scores

Compare to industry benchmarks

Measure your maturity in 3 categories:

We evaluate a brand’s CX maturity in three categories to get a well-rounded picture of how well journeys are designed and scalable.

Take the assessment

Journey

Journey maturity looks at how much of the customer journey is currently automated on messaging channels. Any use case from first touch discovery or onboarding or re-engagement can be automated on mobile chat. Understanding a brands starting point gives insight on what can be improved upon.

System potential

System Potential is exactly that – what can we achieve with the tech stack and tools brands already have implemented and are using. This looks at the capabilities of back-end systems, API readiness of tools, and how well connected they are to data and channels in order to build truly seamless experiences.

Sophistication

How rich are the automated use cases? A confirmation SMS and a full in-chat experience with booking, rescheduling, reminders, and agent escalation both count as “appointment booking.” The customer experience is worlds apart. The Sophistication score measures how far you’ve built within each use case, and what technology you use to power that automation, from rule-based to Agentic AI.