Call Center Management Featured Article
Five9 Announces Customer Experience Maturity Model Framework
How mature is your customer experience management initiative? It’s an excellent question to ask. Customer experience efforts are one thing, but they’re not worth much if they’re not getting results. Increasingly, successful companies are paying attention to the idea of a customer experience maturity assessment as a way for an organization to understand where it is on its path to customer-centricity and identify where more work is needed.
Building a customer experience maturity assessment requires input at all levels: how many organizations proclaim their customer experience is just great, while contact center workers and customers disagree? Are you measuring the right things? Are you asking for input from the right people?
Cloud contact center solutions provider Five9 (News - Alert) will help organizations answer those questions and ensure they’re on the right path to a seamless, cradle-to-grave customer experience. The San Ramon, California-based company recently announced the launch of its Five9 Customer Experience (CX) Maturity Model, a framework to help enterprises chart a path to digital customer experience maturity.
Developed with input from contact center analysts, and experience from several thousand customer deployments, the model allows organizations to assess their current maturity level, map out transformation goals and embrace incremental levels of sophistication to reimagine CX and realize results in a rapidly changing marketplace, said the company.
The CX Maturity Model capitalizes on Five9’s partnership with Blackchair and its CX Clarity (News - Alert) Platform. This partnership delivers insight into enterprise CX and generates decision-grade data to drive the Maturity Model transformation planning.
Five9 and Blackchair have built their joint success with enterprise customers who require pre-migration Clarity on what is relevant and irrelevant in their current CX operation. The output of a Clarity Analytics engagement will enable an enterprise to extract valuable operation CX IP to eliminate ineffective processes and configuration elements critical to the transformation planning process. Once the CX transformation plan is complete, Blackchair translates the relevant legacy CX configuration and automatically delivers the data into the Five9 platform.
“The growing rate of CCaaS innovation, alongside the need to quickly respond to new ways of working and new consumer needs and preferences driven by COVID-19, present a compelling business case for enterprises to rethink the way they plan and execute CX transformation,” said Jason Owen, CEO of Blackchair. “Our experience shows that there is a significant opportunity to improve planning and accelerate transformation by contrasting how an organization performs each day to meet CX demand against their vision for CX, and focusing change efforts on the most relevant areas of the operation.”
Edited by Luke Bellos