How to Measure Your CX Maturity Using the Five Compass Points of Success

About the Webcast

How do you get to where you want to go? How do you achieve modern customer experience mastery?

You identify where you are and what’s possible. Then map your path to success. 30-year customer experience veteran, Edwin Margulies, has the guiding map. He literally wrote the book on achieving CX maturity.

In this webinar, Margulies will provide key takeaways from his book, ”Mastering the Customer Experience”. He will explain the model he uses to help contact center customer experience professionals visualize the intersection of their current landscape and their desired outcomes and create a strategic approach to achieving an amazing customer experience. Then, he'll show how these factors connect to five key areas he calls the "Five Compass Points of Success." 

You’ll also get a sneak peek of where it all begins — the essential steps he uses in his 8-Step Discovery Process for excellence.

After this webinar you’ll be able to: 

• Measure your CX maturity using the Five Compass Points of Success 
• Map your CX use cases using an easy characterization method
• Identify high-ROI use cases that are great candidates for AI and automation  
• Envision your future state and the mileposts along the way