Journey Excellence
Maturity Scan

Journey Excellence is an approach to Customer Experience Management to focus on finding the right opportunity for the right reasons. Achieving journey excellence is a journey on its own and to understand what to do next and why let’s first figure out where you are.

Levels of Customer Journey Excellence

Learn what to do next and why

If there is one thing that is true for customer-centric companies, is that they operate with Journey Excellence. Being customer-centric is not just a boardroom strategy, it’s a way of working that ties back into having a deep understanding of all your customer journeys, knowing how they are connected and being able to prioritise the right opportunities across CX.

Working with organisations around the world, speaking to hundreds of managers and seeing thousands of journeys, we came to the conclusion most organisations transform towards Journey Excellence through 5 common stages.

The framework helps you to identify where in the transformation towards journey excellence you are. It allows you to assess how and where to make the biggest impact, in every stage.

It’s a fun and quick exercise you can do online, and in 10 minutes it will help you reveal where you are in the 5 stages of customer-centric transformation.

Are you ready?

Start the Journey Excellence maturity scan to find out. Most people finish this test in about 5 minutes.

What is Journey Excellence?

Journey Excellence is an approach to Customer Experience that emphasises capitalising on the right opportunity for the right reasons through deep customer insight, a clear journey framework and a standardised way of working.

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Customer Journey Excellence Framework