CX Goalkeeper with James Perryman - S1E11 is about Customer Experience Maturity Assessments

The CX Goalkeeper had a smart discussion with James Perryman James Perryman is a Coach, Trainer and Consultant to ambitious individuals and organisations. Improving motivation, teamwork and productivity by giving them the self-awareness, confidence and tools to unleash their potential. James is the founder and director of Momentus Key learnings: It is all about the "moment" to make the customer fall in love with a company and stay in love with a company There are 2 ways to understand CX maturity assessments based on a KPIs selection in the customer journey (e.g., CSAT, NPS) assessing the maturity internally and externally based on 6 key areas 1) Vision, 2) Leadership (Behavior), 3) Customer (VoC) 4) Culture 5) Design methodology 6) Governance. How to contact James : https://momentus.uk.com/ https://www.linkedin.com/in/jamesperryman1/ James' gold nugget: "Think bigger when are setting goals" Thank you James.