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Overall CX Maturity Score
Overall CX Maturity Score

Level 3.4

Public. Based on 13 Employee Responses
Maturity per Discipline
Maturity per Discipline
3.6
CX Insights
3.1
Performance Management
2.8
Organization Engagement
3.2
Design & Improvement
Organization
Organization
American Water
New York American Water
Overall CX Maturity Score

Level 3.4

Public. Based on 13 Employee Responses
Maturity per Discipline
3.6
CX Insights
3.1
Performance Management
2.8
Organization Engagement
3.2
Design & Improvement
Organization
American Water
New York American Water
CX Insights
Organization Engagement
Design & Improvement
Performance Management
CX INSIGHTS Capabilities
All
Understanding Customers
Personalization
Agility of Insights
Customer Empathy
DISCIPLINE LEVEL
3.6
CAPABILITY LEVELS
Understanding Customers
Level 3
Have multiple sources of customer feedback in place and ongoing voice of the customer listening.
Personalization
Level 2
Used research to segment the customer population into distinct segments with profiles (personas)
Agility of Insights
Level 4
Gather real-time customer experience data and use for customer journey orchestration.
Understanding Customers
Level 3
Have multiple sources of customer feedback in place and ongoing voice of the customer listening.
DISCIPLINE LEVEL
3.6
CAPABILITY LEVELS
Understanding Customers
Level 3
Have multiple sources of customer feedback in place and ongoing voice of the customer listening.
Personalization
Level 2
Used research to segment the customer population into distinct segments with profiles (personas)
Agility of Insights
Level 4
Gather real-time customer experience data and use for customer journey orchestration.
Understanding Customers
Level 3
Have multiple sources of customer feedback in place and ongoing voice of the customer listening.
DISCIPLINE LEVEL
3.6
CAPABILITY LEVELS
Understanding Customers
Level 3
Have multiple sources of customer feedback in place and ongoing voice of the customer listening.
Personalization
Level 2
Used research to segment the customer population into distinct segments with profiles (personas)
Agility of Insights
Level 4
Gather real-time customer experience data and use for customer journey orchestration.
Understanding Customers
Level 3
Have multiple sources of customer feedback in place and ongoing voice of the customer listening.
DISCIPLINE LEVEL
3.6
CAPABILITY LEVELS
Understanding Customers
Level 3
Have multiple sources of customer feedback in place and ongoing voice of the customer listening.
Personalization
Level 2
Used research to segment the customer population into distinct segments with profiles (personas)
Agility of Insights
Level 4
Gather real-time customer experience data and use for customer journey orchestration.
Understanding Customers
Level 3
Have multiple sources of customer feedback in place and ongoing voice of the customer listening.
DISCIPLINE LEVEL
3.6
CAPABILITY LEVELS
Understanding Customers
Level 3
Have multiple sources of customer feedback in place and ongoing voice of the customer listening.
Personalization
Level 2
Used research to segment the customer population into distinct segments with profiles (personas)
Agility of Insights
Level 4
Gather real-time customer experience data and use for customer journey orchestration.
Understanding Customers
Level 3
Have multiple sources of customer feedback in place and ongoing voice of the customer listening.
CX INSIGHTS Capabilities
All
Understanding Customers
Personalization
Agility of Insights
Customer Empathy
DISCIPLINE LEVEL
3.6
CAPABILITY LEVELS
Understanding Customers
Level 3
Have multiple sources of customer feedback in place and ongoing voice of the customer listening.
Personalization
Level 2
Used research to segment the customer population into distinct segments with profiles (personas)
Agility of Insights
Level 4
Gather real-time customer experience data and use for customer journey orchestration.
Understanding Customers
Level 3
Have multiple sources of customer feedback in place and ongoing voice of the customer listening.
DISCIPLINE LEVEL
3.6
CAPABILITY LEVELS
Understanding Customers
Level 3
Have multiple sources of customer feedback in place and ongoing voice of the customer listening.
Personalization
Level 2
Used research to segment the customer population into distinct segments with profiles (personas)
Agility of Insights
Level 4
Gather real-time customer experience data and use for customer journey orchestration.
Understanding Customers
Level 3
Have multiple sources of customer feedback in place and ongoing voice of the customer listening.
DISCIPLINE LEVEL
3.6
CAPABILITY LEVELS
Understanding Customers
Level 3
Have multiple sources of customer feedback in place and ongoing voice of the customer listening.
Personalization
Level 2
Used research to segment the customer population into distinct segments with profiles (personas)
Agility of Insights
Level 4
Gather real-time customer experience data and use for customer journey orchestration.
Understanding Customers
Level 3
Have multiple sources of customer feedback in place and ongoing voice of the customer listening.
DISCIPLINE LEVEL
3.6
CAPABILITY LEVELS
Understanding Customers
Level 3
Have multiple sources of customer feedback in place and ongoing voice of the customer listening.
Personalization
Level 2
Used research to segment the customer population into distinct segments with profiles (personas)
Agility of Insights
Level 4
Gather real-time customer experience data and use for customer journey orchestration.
Understanding Customers
Level 3
Have multiple sources of customer feedback in place and ongoing voice of the customer listening.
DISCIPLINE LEVEL
3.6
CAPABILITY LEVELS
Understanding Customers
Level 3
Have multiple sources of customer feedback in place and ongoing voice of the customer listening.
Personalization
Level 2
Used research to segment the customer population into distinct segments with profiles (personas)
Agility of Insights
Level 4
Gather real-time customer experience data and use for customer journey orchestration.
Understanding Customers
Level 3
Have multiple sources of customer feedback in place and ongoing voice of the customer listening.
CX INSIGHTS Capabilities
All
Understanding Customers
Personalization
Agility of Insights
Customer Empathy
DISCIPLINE LEVEL
3.6
CAPABILITY LEVELS
Understanding Customers
Level 3
Have multiple sources of customer feedback in place and ongoing voice of the customer listening.
Personalization
Level 2
Used research to segment the customer population into distinct segments with profiles (personas)
Agility of Insights
Level 4
Gather real-time customer experience data and use for customer journey orchestration.
Understanding Customers
Level 3
Have multiple sources of customer feedback in place and ongoing voice of the customer listening.
DISCIPLINE LEVEL
3.6
CAPABILITY LEVELS
Understanding Customers
Level 3
Have multiple sources of customer feedback in place and ongoing voice of the customer listening.
Personalization
Level 2
Used research to segment the customer population into distinct segments with profiles (personas)
Agility of Insights
Level 4
Gather real-time customer experience data and use for customer journey orchestration.
Understanding Customers
Level 3
Have multiple sources of customer feedback in place and ongoing voice of the customer listening.
DISCIPLINE LEVEL
3.6
CAPABILITY LEVELS
Understanding Customers
Level 3
Have multiple sources of customer feedback in place and ongoing voice of the customer listening.
Personalization
Level 2
Used research to segment the customer population into distinct segments with profiles (personas)
Agility of Insights
Level 4
Gather real-time customer experience data and use for customer journey orchestration.
Understanding Customers
Level 3
Have multiple sources of customer feedback in place and ongoing voice of the customer listening.
DISCIPLINE LEVEL
3.6
CAPABILITY LEVELS
Understanding Customers
Level 3
Have multiple sources of customer feedback in place and ongoing voice of the customer listening.
Personalization
Level 2
Used research to segment the customer population into distinct segments with profiles (personas)
Agility of Insights
Level 4
Gather real-time customer experience data and use for customer journey orchestration.
Understanding Customers
Level 3
Have multiple sources of customer feedback in place and ongoing voice of the customer listening.
DISCIPLINE LEVEL
3.6
CAPABILITY LEVELS
Understanding Customers
Level 3
Have multiple sources of customer feedback in place and ongoing voice of the customer listening.
Personalization
Level 2
Used research to segment the customer population into distinct segments with profiles (personas)
Agility of Insights
Level 4
Gather real-time customer experience data and use for customer journey orchestration.
Understanding Customers
Level 3
Have multiple sources of customer feedback in place and ongoing voice of the customer listening.
CX INSIGHTS Capabilities
All
Understanding Customers
Personalization
Agility of Insights
Customer Empathy
DISCIPLINE LEVEL
3.6
CAPABILITY LEVELS
Understanding Customers
Level 3
Have multiple sources of customer feedback in place and ongoing voice of the customer listening.
Personalization
Level 2
Used research to segment the customer population into distinct segments with profiles (personas)
Agility of Insights
Level 4
Gather real-time customer experience data and use for customer journey orchestration.
Understanding Customers
Level 3
Have multiple sources of customer feedback in place and ongoing voice of the customer listening.
DISCIPLINE LEVEL
3.6
CAPABILITY LEVELS
Understanding Customers
Level 3
Have multiple sources of customer feedback in place and ongoing voice of the customer listening.
Personalization
Level 2
Used research to segment the customer population into distinct segments with profiles (personas)
Agility of Insights
Level 4
Gather real-time customer experience data and use for customer journey orchestration.
Understanding Customers
Level 3
Have multiple sources of customer feedback in place and ongoing voice of the customer listening.
DISCIPLINE LEVEL
3.6
CAPABILITY LEVELS
Understanding Customers
Level 3
Have multiple sources of customer feedback in place and ongoing voice of the customer listening.
Personalization
Level 2
Used research to segment the customer population into distinct segments with profiles (personas)
Agility of Insights
Level 4
Gather real-time customer experience data and use for customer journey orchestration.
Understanding Customers
Level 3
Have multiple sources of customer feedback in place and ongoing voice of the customer listening.
DISCIPLINE LEVEL
3.6
CAPABILITY LEVELS
Understanding Customers
Level 3
Have multiple sources of customer feedback in place and ongoing voice of the customer listening.
Personalization
Level 2
Used research to segment the customer population into distinct segments with profiles (personas)
Agility of Insights
Level 4
Gather real-time customer experience data and use for customer journey orchestration.
Understanding Customers
Level 3
Have multiple sources of customer feedback in place and ongoing voice of the customer listening.
DISCIPLINE LEVEL
3.6
CAPABILITY LEVELS
Understanding Customers
Level 3
Have multiple sources of customer feedback in place and ongoing voice of the customer listening.
Personalization
Level 2
Used research to segment the customer population into distinct segments with profiles (personas)
Agility of Insights
Level 4
Gather real-time customer experience data and use for customer journey orchestration.
Understanding Customers
Level 3
Have multiple sources of customer feedback in place and ongoing voice of the customer listening.
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