Customer Experience Maturity Model Toolkit

Overview

The Customer Experience Maturity Model Toolkit provides service providers and organizations with the tools to map their customer experience management maturity and identify areas for improvement that will translate across their entire organization and operations putting customers at the center of their business activities. These tools include the fully revamped TM Forum Customer Experience Maturity Model (CEMM), a poster that visualizes the CEMM’s framework across six dimensions, as well as the first set of Experience Metrics for 5G Use Cases. Also included is a study that explores updating existing and developing new processes for eTOM (TM Forum’s Business Process Framework) for customer experience. These assets will help inform any organization embarking on their customer experience management maturity program and prepare for a guided CEM MM readiness check.

Find out more about booking a CEM readiness check assessment.