CX Goalkeeper with James Perryman - S1E11 is about Customer Experience Maturity Assessments

The CX Goalkeeper had a smart discussion with James PerrymanJames Perryman is a Coach, Trainer and Consultant to ambitious individuals and organisations. Improving motivation, teamwork and productivity by giving them the self-awareness, confidence and tools to unleash their potential.James is the founder and director of MomentusKey learnings:It is all about the “moment” to make the customer fall in love with a company and stay in love with a companyThere are 2 ways to understand CX maturity assessmentsbased on a KPIs selection in the customer journey (e.g., CSAT, NPS)assessing the maturity internally and externally based on 6 key areas1) Vision,2) Leadership (Behavior),3) Customer (VoC)4) Culture5) Design methodology6) Governance.How to contact James :https://momentus.uk.com/https://www.linkedin.com/in/jamesperryman1/James' gold nugget: “Think bigger when are setting goals”Thank you James.