Elevate your business by aligning your experience with customer expectations. 

Start with a comprehensive Customer Experience Maturity Assessment
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ARE YOU DELIVERING THE EXPERIENCE YOUR CUSTOMERS CRAVE?

Lexden's Customer Experience Maturity Assessment (CEMA) provides a rigorous assessment of your organisation's customer centric maturity. We identify strengths, weaknesses, and opportunities to help you:

  • Uncover Customer Experience challenges with a detailed evaluation across multiple dimensions
  • Prioritise improvements based on the expectations of YOUR customers
  • Benchmark against best practices
  • Develop a roadmap for CX transformation

CEMA provides actionable insights so you invest only in the experience your customers want, and become prepared for that change. This assessment is often used by CX Managers in new roles who use this for early wins in their first 100 day plan.
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"The Customer Centricity Maturity Review is an essential starting point. It provides a standardized structure and uncovers different perspectives on customer centricity across the organization. 
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​The review aligns the organization around a shared understanding of customer centricity, paving the way for successful customer-centric initiatives throughout the project's lifecycle."
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- Kamila Luszczewska, EoDB Country Program Lead, Syngenta Central Europe

COMPREHENSIVE EVALUATION AREAS

Our tailored assessment evaluates your organisation across key dimensions, including:
Motivation
Leadership
Mindset and capability
Listening
Evaluating data
Prioritisation
Design
Measurement
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A PROVEN TRACK RECORD

Lexden are CX experts with a proven track record of delivering successful projects for global corporations and public sector bodies. See how CEMA has empowered organisations like yours to unlock their CX potential and drive transformative change.

View example report

Our CEMA report provides the clarity and actionable insights you need to transform your business.

        • Identify CX gaps: Pinpoint areas where your business is falling short.
        • Prioritize improvements: Focus on what matters most to drive results.
        • Data-driven decisions: Make informed choices based on concrete evidence.
        • Benchmark against industry leaders: Understand your position in the market.
        • Build a customer-centric culture: Align your organisation around customer needs.

HOW GOOD IS YOUR BUSINESS AT...


... realising the value of Customer Experience?

... listening to the voice of the customer and acting on it?

... managing Customer Experience across all touchpoints and channels?

… running the information systems that support your CX?
… empowering and motivating employees to be customer centric?

… yielding profits by being customer centric?


Understand, prioritise, and improve with data-driven insights from the Customer Experience Maturity Assessment (CEMA) from Lexden.

YOUR CX JOURNEY STARTS HERE

Initial Consultation


    Stage 1 >>



Assessment Design
​

Stage 2 >>



Data Collection 
​& Analysis

Stage 3 >>



Report &
​Recommendations

    Stage 4



FAQs

How long does the assessment take?

The CEMA assessment typically takes between 4 to 6 weeks to complete. This timeline includes data collection, analysis, and the presentation of insights. The duration may vary depending on the size of your organisation and the availability of relevant data.

Who needs to be involved?
Key stakeholders from various departments should be involved, including Customer Experience (CX) leaders, Marketing teams, Product managers, and Senior executives. Their insights and input are crucial for a comprehensive understanding of your current CX maturity.
How do you keep our data safe?

At Lexden, we prioritise data security. We use advanced encryption protocols and comply with GDPR and other relevant regulations to ensure that your data is stored and processed securely. Our data handling procedures are designed to protect your sensitive information at every stage of the assessment.

How is data collected?

Data is collected through a combination of online surveys, one-on-one interviews, and analysis of existing customer feedback. We work closely with your team to gather insights across various customer touchpoints, ensuring a holistic view of your CX maturity.

Why do you need customer insight?
Customer insight is essential to understand how your customers perceive your brand and their overall experience. This information allows us to identify gaps between your intended customer experience and the actual experience delivered. By analysing customer feedback, we can provide actionable recommendations to enhance satisfaction and loyalty.
Is this an annual programme?

While the CEMA assessment is not inherently annual, we recommend conducting it annually or bi-annually to track progress and adjust strategies as needed. Regular assessments help you stay ahead of changing customer expectations and market dynamics.

How does this differ from other CX maturity assessments?

The CEMA assessment stands out due to its comprehensive and tailored approach. Unlike generic assessments, CEMA is specifically designed to align with your organisation's unique business objectives and customer strategies. It provides deep insights that are directly actionable, rather than broad, one-size-fits-all recommendations.

How scientific is your methodology?

Our methodology is grounded in a robust, data-driven approach. We combine qualitative and quantitative research techniques to ensure a thorough analysis. This includes statistical analysis of customer feedback, benchmarking against industry standards, and rigorous validation processes to deliver precise and reliable insights.

How is this managed by Lexden?

Lexden manages the entire process from start to finish. This includes initial consultations, data collection, analysis, and the final presentation of results. Our team of CX experts will guide you through each step, ensuring that the assessment is seamlessly integrated into your existing operations.

What is the typical price?

The cost of the CEMA assessment varies depending on the scope and complexity of the project. Pricing is typically based on the size of your organisation, the depth of analysis required, and any additional services you may need. We offer customised quotes to ensure that you receive the most value from the assessment. Please contact us for a detailed proposal tailored to your needs.

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