Digital capability test: Customer Experience (CX)

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Customer experience (Cx) is the customer’s perception of doing business with our organization as a whole, which he gets through all interactions with it. The customer evaluates his experience based on the following components of Cx: the success of his goal, the effort to achieve this goal, the time to achieve this goal, the emotional state of it, the expected price in relation to the value he received.

In the customer experience, we measure the following eight digital capabilities: 1. Customer focus; 2. Development of Cx vision; 3. Cx and Digital Marketing Strategy; 4. Cx management; 5. Cx practice; 6. Personalization Cx; 7. Monitoring customer behavior; 8. Providing customer feedback.