1. We have a clear, company-wide CX vision and strategy.
2. Senior leaders actively sponsor and support CX initiatives.
3. We use data, research, and VoC programs to understand customer needs.
4. We have mapped our customer journeys and regularly update them.
5. We track KPIs like NPS, CSAT, CES, and link them to business outcomes.
6. Employees are trained and empowered to deliver great CX.
7. We have defined processes, ownership, and accountability for CX.
8. We leverage digital tools (CRM, feedback platforms, analytics) to enhance CX.
9. We systematically act on feedback and improve customer experiences.
10. CX contributes measurably to revenue growth, retention, and brand value.
