Shopping Cart
  • Customer Experience Maturity Model

Evolving a CX Strategy is about viewing the big picture

CX comprises everything a customer touches, hears, or sees from your organization and the perception created. CX is a part of every step in your customer buying process, from finding a product or service and purchasing it, to evaluating its performance post-purchase. The overall customer journey influences buying decisions and loyalty, and this is the reason organizations have made CX a top priority.

When you need to quickly evolve the maturity of your CX strategy and delivery capability, the CX Maturity Model helps you identify the current position and creates a target state blueprint to accelerate the delivery of exceptional customer experiences.

Deliver compelling, sustainable and successful customer experiences

Whether your organization is seeking to create a CX approach, translate existing strategy into operational delivery, or validate current thinking, the CX Maturity Model provides a practical, strategic transformation planning approach that assesses your CX capability against a set of strategic and delivery-focused criteria – creating an action plan to help you define and deliver a CX strategy. Connect your CX strategic vision and reality by creating a ‘north star’ for your organization’s CX development in two days.

Activities include:

  • 3 steps for creating a clear blueprint for change.
  • Prioritized CX transformation roadmap.
  • Next step action plan.
  • Establishes broad stakeholder insight into CX

Why choose Kentino?

Proven accelerated methodologies

We have the expertise to help our clients articulate their strategic CX ambitions and to support them in delivering connected experiences, underpinned by the technology they need.

Delivery expertise

Over 1,000 dedicated CX experts around the world and over 8,000 people delivering bespoke outsourcing solutions.


We have 23 years as published experts and market citizens with 34 years of thought leadership transformation and innovation.

Deep customer understanding

The solutions we’ve deployed enable over 7 billion customer engagements each year and 10 years delivering contact center solutions as-a-service (CCaaS).

We are here to help!