The early stages of maturity focus on what aspect of CX improvements?

In the early stages of maturity, organizations typically prioritize improvements around the business that do not always yet address deeper underlying issues. This approach often involves making visible enhancements or quick wins that can provide immediate benefits to customer experience (CX) without having fully established the foundational processes or capabilities to support sustainable, long-term improvements.

Focusing on surface-level changes can yield quick feedback and validate customer experience initiatives, making them appealing at the outset. Organizations in this phase might implement changes to existing services, products, or processes that enhance customer touchpoints; however, they may not yet delve into the systemic or cultural adjustments required for deeper transformation.

It's important to understand that although this approach can demonstrate initial successes, it may ultimately necessitate further investment in tackling systemic issues to drive more significant and long-lasting improvements in customer experience.