Experience Banker

CXMM allows us to audit the activities and behaviours of a business to determine an overall level of customer experience maturity and create a road map for improvement.

Step 1: Audit
Using the Experience Banker CXMM audit tool, we conduct an audit of the overall customer experience activities in the business to understand what is – and isn’t – being done. As you can see below the audit tool maps each activity to a CXMM capability, pillar and stage.


The business is thoroughly analysed on each activity using the CXMM audit tool according to the following levels:

3 = Fully present, successful and sustainable
2 = Present, but opportunity to improve
1 = In development, too early for results
0 = Negligible/not present

The tool itself provides a graphical view on the level of maturity of the business. This is combined with knowledge about the business goals and customer experience aspirations to analyse the results.

The output is CXMM heat-map showing where and to what extent the business meets the CXMM capabilities.

In the example below the business has built up enough capabilities to perform strongly at Level 2 “Heard,” and has already started on several “Understood” activities.

CXMM gives businesses confidence about where they are in customer experience maturity and what actions they should take next.

If you want to know more about how CXMM can be used within your business please send us an email on robert.ballantine@gmail.com