Step 2: Definition
Where do I want to be?
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CCM Capability Maturity Assessment
A multi-data point analysis of CCM Service Delivery. Conducted via workshops, structured interviews and self-assessment questionnaires across all key executive and operational stakeholders. We assess across the following data points:
Platform and enablers
CCM system
Workflow automation
Data transformation
Analytics
Interactive/ ad-hoc functionality
Reporting
Archive system
Delivery
Projects and dev lifecycle
Communications team and project delivery
Content creation and governance
Template design
- Multi-channel delivery
- White labelling
- Shared content
Content management
Test and deploy
Support and maintenance
Manage support and incidents
Maintain applications
Monitoring and evaluation
Track and assess performance and deliverability
Track and assess success of CCM Team
Ensure regulatory compliance
We then:
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provide a fact-based analysis of the current-state CCM service capability against pre-defined best practices and desired future-state
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define gaps between current-state and future-state needs including urgency for remediation
Current Capability
3 – Satisfactory
Required Capability
4 – Good Practice
Urgency of Remediation
Low
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provide a heat-map of current capability for each data point
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define how your current-state aligns with your business strategies
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define urgency and priorities for future improvement as part of a transformation roadmap
"Customer Centrics have strong advisory and consulting experience to help business leaders design customer correspondence that is simple, concise and support clear actions. We partner with Customer Centrics to help clients leap-frog competitors in providing leading customer experiences through digitisation.”
DXC Technology
