CX Goalkeeper with James Perryman - S1E11 is about Customer Experience Maturity Assessments

The CX Goalkeeper had a smart discussion with James Perryman

James Perryman is a Coach, Trainer and Consultant to ambitious individuals and organisations. Improving motivation, teamwork and productivity by giving them the self-awareness, confidence and tools to unleash their potential.

James is the founder and director of Momentus

Key learnings:

• It is all about the “moment” to make the customer fall in love with a company and stay in love with a company

• There are 2 ways to understand CX maturity assessments

• based on a KPIs selection in the customer journey (e.g., CSAT, NPS)

• assessing the maturity internally and externally based on 6 key areas

  1) Vision,

  2) Leadership (Behavior),

  3) Customer (VoC)

  4) Culture

  5) Design methodology

  6) Governance.

How to contact James :

• https://momentus.uk.com/

• https://www.linkedin.com/in/jamesperryman1/

James' gold nugget: “Think bigger when are setting goals”

Thank you James.