Competitive differentiation through an enhanced customer experience has moved to the top of the agenda in many organizations. At the same time, managing a consistent customer experience has become more complex as communication technologies evolve and customer demands increase. 

Having a customer experience strategy is critical; but gaining the organizational alignment necessary to execute on it is key.  Assessing how prepared you are to execute on your customer experience strategy is a crucial step in moving towards enhancing your customer’s experience.

How do you go about assessing your readiness to implement a CEM strategy?

• Look for tools that allow you to audit your internal practices and policies to assess organizational readiness to implement a new customer experience strategy.
• Identify the areas of your organization that need to evolve before you can create a customer experience that will differentiate you from your competitors. 
• Look for ways to put customer experience principles into action to increase employee participation and collaboration.
• Identify measurements to track the progress on your strategic roadmap.
• Identify or appoint a senior executive responsible for the success of your customer experience