ISO 27001

Measure Customer Centricity with Staff Surveys

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Many organisations include customer centricity and customer-first as strategic business goals in their annual reports and marketing collateral.  Management systems will often be put in place to track customer-centric business metrics (KPIs) to track and respond to improvements or degradations in the quality of service delivered.  Management systems are often complemented by sanity checks to discover what actually happens on the […]

Documentation

A quick and simple Customer Experience maturity questionnaire

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Organisations normally have very laudable goals about customer centricity in their annual reports and strategic documents.  A strong management system would always involve some sanity checking of what actually happens on the ground to implement the strategy.  This would include some kind of mystery shopping as well as customer and staff surveys, to measure and track what level of […]

Maturity Models

Dimensions of big data maturity models

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Dimensions from common big data maturity models

Typically what dimensions do big data maturity models examine and why? In the word cloud above you can see a selection of dimensions from commonly deployed maturity models.  The models themselves are not of interest at the moment, just look at the large words, IE the most frequently used terms.  In essence, these terms drive […]

Maturity Models

Maturity Models

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The key insight (Anna Karenina principle) which drives Maturity Models is that all successful companies in a given field have to surmount the same obstacles. A good maturity model will clearly group and articulate these obstacles (normally termed dimensions) along with understandable levels.  The resulting two-dimensional matrix should be summarised in a single graphic and […]