Five9, a leading provider of the intelligent cloud contact centre, has announced the launch of the Five9 Customer Experience (CX) Maturity Model. The framework is designed to help enterprises upgrade their digital customer experience maturity levels. The model has been developed by leading contact centre analysts and experience from several thousand customer deployments to allow organisations to assess their current maturity level. It also helps organisations map out their transformation goals, adopt sophisticated approaches to CX and achieve results in an ever-changing marketplace.
Sheila McGee-Smith, one of Five9’s advisors, and founder and principal analyst at McGee-Smith Analytics, said:
“Improving customer experience is the top driver of digital transformation initiatives, which have been greatly accelerated by the COVID-19 pandemic.
“However, many businesses that invest in digital CX transformation face challenges in translating their best intentions into actions. It has become increasingly important for CX vendors to provide prescriptive tools that will help enterprises understand industry best practices, as well as where to begin their digital transformation journeys and how to make meaningful progress.”
The Five9 CX Maturity Model differentiates between three stages of CX maturity, and these are: Emerging, Evolving and Leading. For each stage, the model explores the current state of CX using for main criteria:
- Workforce
- Self-service customer engagement
- Contact centre intelligence
- Contact centre administration and infrastructure
The model and assessment help organisations understand the differences between an Emerging CX strategy and a Leading strategy, by providing a step-by-step guide to transforming CX strategy from one level to the other. The online self-assessment is free for organisations that want to find out where they stand in the Five9 CX Maturity Model, as well as get specific recommendations on where to focus for greater maturity.
Accelerating transformation to meet CX demand
One of recognised industry leaders in CX automation and optimisation, Blackchair has successfully helped their enterprise customers with pre-migration Clarity on what is relevant in their current CX operation, thanks to the Five9 platform. The output of a Clarity Analytics engagement will enable an enterprise to extract valuable operation CX IP to eliminate inefficient processes and configuration elements critical to the transformation planning process. Blackchair then translates the relevant legacy CX configuration and delivers the data into the Five9 platform, accelerating project delivery timelines and protecting the budget.
Jason Owen, CEO of Blackchair, said:
“The growing rate of CCaaS innovation, alongside the need to quickly respond to new ways of working and new consumer needs and preferences driven by COVID-19, present a compelling business case for enterprises to rethink the way they plan and execute CX transformation.
“Our experience shows that there is a significant opportunity to improve planning and accelerate transformation by contrasting how an organization performs each day to meet CX demand against their vision for CX, and focusing change efforts on the most relevant areas of the operation.”
Five9 CMO, Genefa Murphy adds: “It is essential for customers to understand the different drivers of CX maturity, where they are today and where they want to go. The Five9 CX Maturity Model will be a valuable resource for businesses as they look to transform CX from a cost center to a value driver that delights customers. Drawing on 20 years of experience helping businesses of all sizes across many different industries improve customer care, we are committed to being a trusted partner for enterprises that want to continue their CX evolution.”
