Does your organization aspire to greater customer centricity? If so, McorpCX has spent over a decade helping clients like you build and operationalize experience management capabilities within their organizations.
Using tools including our best-practice based capabilities model and CX+EX Management Assessment framework, our experience means we can help you increase CX maturity, and begin the process of making customer-centricity a repeatable, scalable and continually improving discipline.
By identifying and prioritizing gaps to close and opportunities to leverage, you'll see where and how to more effectively embed customer centricity into company culture.
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The 8 foundational capabilities of our best-practices based model
Capability #1: CX Strategy
Your CX strategy lays out a game-plan for how your organization aligns experiences with your brand, including your plan for bringing your vision to life by guiding your people, activities, systems, and resources.
Capability #2: Understanding
Understanding is critical to knowing how customers feel, and what they need. As a capability, it informs how the organization structures, listens to, and interprets feedback from customers, about their journeys and experiences.
Capability #3: experience design
Design and Innovation
Human-centered design deepens your connection with employees, customers, and other audiences. As a capability, it means consistently designing, innovating, and delivering experiences based on what audiences value.
CAPABILITY #4: governance
Alignment and Accountability
A governance model drives systematic management of CX, and the resources to deliver it. It creates alignment and accountability across the organization, embedding ways thinking and working that increase customer centricity.
Capability #5: Culture
Organization and Culture
Culture aligns behaviors, goals, and social cues with well understood and widely embraced brand ideals. It drives how the organization is structured and resourced, and how it operates in the best interests of customers.
Capability #6: Measurement
Metrics and Measurement
Measurement needs to signal what’s working, what isn’t, and what can be improved across your organization. As a capability, it governs what you measure, how you measure it, and what you do with what you learn.
CAPABILITY #7: PROCESSES
Every organization has myriad processes that make it easier or harder for customers to do business. Process optimization identifies and prioritizes process improvements, based on their impact to customers.
CAPABILITY #8: Technology
Technology and Data
In the context of XM capabilities, organizations integrate employee- and customer-facing technologies and information about their customers to provide end-to-end systems that enable the ideal experience.
Seeing exactly how and where existing capabilities support our transformational path has proven invaluable for guest experience planning and socialization.