This is to confirm that the below mentioned solution has been successfully certified by the Customer Institute and that the certification is valid until the specified date. If you have come across suspicious or outdated use of reference to Customer Institute certifications please contact us at compliance@customer-institute.org.
Tata Business Excellence Group – A division of Tata Sons Private Ltd.
This framework is a tool designed to help organizations evaluate how well they are performing in delivering great customer experiences (CX). It breaks down the process into clear steps and categories, making it easier to identify strengths and areas for improvement. The framework is a structured assessment tool covering 8 dimensions critical to customer experience. Each dimension is evaluated across five maturity levels: Ad hoc → Emerging → Defined → Integrated → Optimized, providing a clear roadmap for progression.
The 8 dimensions are as follows:
Customer-Centric Vision & Leadership Alignment, Customer Data, Insights & Analytics, Experience Design & Journey Mapping, Experience Delivery & Brand Promise Fulfillment, Employee Engagement, Empowerment & Culture, Customer Relationship Management Systems & Integration, Channel Partner Enablement & Collaboration and CX Governance Metrics & Continuous Improvement.
The description above has been provided by the certified organization.
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