The Customer Experience Maturity Model®

A vision of your company’s strategy for a more customer-centric mindset—and a guide for how to get there.

Create a roadmap for marketing in context 

As your organization evolves to higher levels in the Maturity Model, the strategic value of your marketing increases. For instance, companies at the Initiate stage have a basic website, some analytics, and email capabilities. But those at the seventh stage, Lifetime Customers, use contextual intelligence to understand and predict customer behavior and deliver the most relevant content, in real time, wherever the customer may be.
getting_started_digital_maturity_model

Seven stages comprised of three macro phases

ATTRACT

You focus on attracting more visitors vs. optimizing the experience or improving your relevance to visitors. Stages include:

1. Initiate—static websites, basic analytics, email blast capability

2. Radiate—increase in channels beyond email, content becomes outside-in

3. Align—digital goals start aligning with strategic objectives

CONVERT

You’re more focused on engaging visitors and converting on important digital goals that will drive business. Stages include:

4. Optimize—improving key customer experiences using testing and personalization, monitoring and optimizing content, and collecting better customer intelligence

5. Nurture—enhancing customer experience by connecting more channels and increasing total conversions

ADVOCATE

You’re focused on creating strong customer advocates. This requires valuable customer insights across multiple teams, systems, and touchpoints. Stages include:

6. Engage—connecting different online and offline customer data repositories to empower a single view of the customer

7. Lifetime Customers—using customer insights with intelligence, predictions, and agility as a key competitive advantage

Tactics and metrics mature with each stage

Initiate

  • Brand-centric content
  • SEO
  • Email broadcast
KPIs: Traffic and content use

Radiate

  • Mobile, social, PPC channels added
  • Messages integrated cross-channel
KPIs: web and channel analytics

Align

  • Campaign optimization
  • Assessing quality of customers
  • Comparing cross-channel effectiveness
KPIs: Value per visit, Experience Analytics

Optimize

  • Personalization
  • A/B testing
  • Tracking customer behavior
  • Personal profiles
  • Communities for sharing
KPIs: aligned with strategic objectives

Nurture

  • Customer-centric, trigger-based dialog
  • Collecting explicit and implicit customer behavior
  • Automated flows
KPIs: activity, engagement at different journey stages

Engage

  • Connected customer data regardless of touchpoint
KPIs: tied to customer lifecycle funnel

Lifetime Customers

  • Data-driven marketing
  • Data at every touchpoint is immediate, relevant, predictive
  • Automated data analysis and optimization
KPIs: customer lifetime value, loyalty, retention

What is your digital maturity?

Take our assessment to find out where you stand in your industry. You’ll profit from recommendations that help you know more about your customers and their context so you can give them what is relevant, when and where they want it.

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