Five9 Launches CX Maturity Model

Five9, a cloud contact center provider, today launched the Five9 Customer Experience (CX) Maturity Model, a framework to help companies chart a path to digital customer experience maturity.

Developed with input from leading contact center analysts and experience from several thousand customer deployments, the model allows organizations to assess their current maturity level, map out transformation goals, and embrace incremental levels of sophistication to reimagine CX.

"Improving customer experience is the top driver of digital transformation initiatives, which have been greatly accelerated by the COVID-19 pandemic," said Sheila McGee-Smith, founder and principal analyst at McGee-Smith Analytics, in a statement. "However, many businesses that invest in digital CX transformation face challenges in translating their best intentions into actions. It has become increasingly important for CX vendors to provide prescriptive tools that will help enterprises understand industry best practices, as well as where to begin their digital transformation journeys and how to make meaningful progress."

The Five9 CX Maturity Model defines three stages of CX maturity: Emerging, Evolving and Leading, using four main criteria: workforce; self-service customer engagement; contact center Intelligence; and contact center administration and infrastructure. It also provides step-by-step guides to moving CX strategy and processes from Emerging to Evolving to Leading. Organizations can take a free online self-assessment to learn where they stand in the Five9 CX Maturity Model and get specific recommendations on where to focus to achieve greater maturity.

The CX Maturity Model capitalizes on Five9's partnership with Blackchair and its CX Clarity Platform. This partnership delivers unique insight into enterprise CX and generates decision-grade data to drive the Maturity Model transformation planning.

"The growing rate of CCaaS innovation, alongside the need to quickly respond to new ways of working and new consumer needs and preferences driven by COVID-19, present a compelling business case for enterprises to rethink the way they plan and execute CX transformation," said Jason Owen, CEO of Blackchair, in a statement. "Our experience shows that there is a significant opportunity to improve planning and accelerate transformation by contrasting how an organization performs each day to meet CX demand against their vision for CX and focusing change efforts on the most relevant areas of the operation."

"It is essential for customers to understand the different drivers of CX maturity, where they are today, and where they want to go. The Five9 CX Maturity Model will be a valuable resource for businesses as they look to transform CX from a cost center to a value driver that delights customers," said Genefa Murphy, chief marketing officer of Five9, in a statement. "Drawing on 20 years of experience helping businesses of all sizes across many different industries improve customer care, we are committed to being a trusted partner for enterprises that want to continue their CX evolution."