Walker Media


A resource for CX and XM professionals.

Listen Now

Walker releases Walker Maturity Model

New model helps companies assess, accelerate CX programs

INDIANAPOLIS (August 9, 2017) – Customer experience consulting firm Walker Information today released its Maturity Model, the foundation of its AccelerateCX program, which assesses a company’s level of customer experience (CX) maturity and provides a roadmap for establishing CX as a sustainable competitive advantage.

Based on years of research and experience, Walker’s Maturity Model is designed to drive business success. It begins with the Levels of Maturity.

Levels of Maturity – Walker has identified five levels of CX maturity to provide context for companies so they can understand their current level of effectiveness and determine the best strategies for improvement.

  • Disjointed – CX efforts are non-existent or at best sporadic and disorganized.
  • Defined – CX is recognized as a discipline but is not deployed in a coordinated fashion.
  • Adopted – CX is accepted as a worthwhile initiative but is not universally leveraged.
  • Embedded – CX is operational and embraced but is not generating tangible results.
  • Optimized – CX is impactful, creating a competitive advantage for the company.

Walker’s Maturity Model differs from others in that the levels have been benchmarked – each company is compared with hundreds of others to provide perspective and direction on its most important areas of development. The levels of maturity are assessed on key elements of CX competency, including having the right customer-focused culture, acting on customer intelligence and having the right resources to make it happen.

Three options are available for companies to learn their level of maturity, starting with a free online assessment and moving to more comprehensive, paid engagements.

“The benefit is getting a realistic, objective assessment of where you’re at in your CX journey and prescriptive recommendations to take your CX to the next level so you can reap the competitive advantage that comes from a highly differentiated customer experience,” says Noah Grayson, principal and SVP of Walker. Anyone interested in learning more or completing the complimentary CX Fast Track assessment may visit www.walkerinfo.com/acceleratecx.

About Walker

Walker is a consulting firm specializing in customer experience. Helping businesses for more than 75 years, Walker’s diverse team of consultants provides tailored, comprehensive solutions to help companies achieve their business objectives and grow shareholder value. Walker specializes in customer retention and growth, using predictive analytics and other innovative approaches. Walker works with some of the world’s most influential businesses as well as emerging organizations of all sizes. For more information, please visit www.walkerinfo.com.

Previous Article Walker Releases Walker TrackIt
Next Article B-to-B Customer Experience Summit