And you? In which category are you? Take a few moments to think about your maturity level regarding customer experience measure and management. We support the fact mentioned by the author: only 10% of companies reached an “advanced” maturity stage in their customer experience management. Indeed, we, at Lanla, frequently observe an important “gap” between the will of corporate management and the capacity of their network concerning the implementation of a customer-centric culture.

Source: https://www.cmswire.com/customer-experience/customer-experience-maturitycross-the-chasm-from-fluff-to-tough/