ContactScope

CX-CMM (Self-Assessment)

See how your organization is performing today across six Key Process Areas that have a significant impact on an organization’s ability to achieve its Customer Experience goals and objectives.

Introduction

One of the biggest barriers to initiating a Customer Experience Management optimization project can often be simply getting all the stakeholders involved to agree on where time, effort, and resources should be focused and to what end.  Our Customer Experience Capability Maturing Model (“CX CMM”) evaluates an organization’s capability maturity across 6 Key Process Areas (“KPA”) which have the greatest impact on Customer Experience delivery and execution.  The areas include:

  • Customer Centricity
    • How well does the organization understand and respond to customer needs and expectations
  • People Development
    • How are staff hired, trained, supported, and developed to ensure alignment with customer experience objectives
  • Business Process Enablement
    • How well are business processes aligned with CX goals and how are those processes supported
  • Technology Enablement
    • How are current technologies and services implemented to support CX goals and objectives
  • Performance Management
    • How are reporting, metrics and supporting tools and applications implemented and used in support of CX goals and objectives
  • CX Strategy
    • How well defined and understood is the current CX strategy; are associated metrics defined and how is it implemented across the enterprise

The ContactScope CX-CMM Self-Assessment is designed to provide insight into what areas may need attention by asking a series of 19 questions that represent a small but important subset of our complete assessment which is typically conducted over a period of 4-6 weeks and includes multiple workshops designed to develop consensus within the organization.

How to Use the Self-Assessment

The self-assessment should take about 13-17 minutes to complete and presents a broad range of questions covering the 6 KPA’s.  When answering the questions, please answer based on the current state of the environment as it exists today.  Some additional tips for getting the most out of the self-assessment are provided below.

  1. Be sure to answer all questions.
  2. When selecting an answer, please keep in mind that the answers to each question are additive, meaning that the organization meets all capabilities in the answer selected and all lower numbered answers.
  3. If your organization does not fully support a given capability as stated in any of the answers to a given question, please select the first answer.
  4. Please provide your contact information.  We cannot process your assessment without it.
  5. DO NOT use personal email accounts, fake names, or fake companies.  Your email address must be valid and must match your company name. We will not process assessments that are submitted with common email domains like Gmail, AOL, Yahoo, Outlook, etc.  We apologize for any inconvenience.
  6. When taking the survey, DO NOT use your browsers back button. Use the form navigation controls located on the form.
  7. If you have questions about a question on the survey, please contact us at cx-cmm@contactscope.com and we will be happy to assist.

What Happens After I Submit the Assessment?

You will receive an email from ContactScope immediately after submitting your assessment form.  Typically, it takes us 2-3 business days to review your answers and provide a completed assessment.  The completed assessment will be sent to the email address you provided when you submit the assessment.

 

Take the Assessment