A CX Maturity Model defines the stages an organization progresses through as it develops its customer experience capabilities — typically from Aware through Investigating, Active, Committed, to Innovating. Each stage represents increasing sophistication in customer insight capture, journey mapping, and organizational alignment around CX. Assessing CX maturity helps organizations identify gaps and prioritize investments to advance their customer experience capabilities.
DE: Ein CX-Reifegradmodell definiert die Stufen, die eine Organisation bei der Entwicklung ihrer Customer-Experience-Fähigkeiten durchläuft — von Aware über Active bis Innovating.