If you want to develop successful services and products, customers and their needs must be at the heart of everything your organisation does. The extent to which this happens – the extent to which your customers are at the centre – is what we call CX maturity. The more central your customer is, the more mature your organisation is. But how do you go about it? How do you become CX mature? Where do you start? The answer is simple: with a CX Maturity Scan.

To know how to move forward, you first need to know where you stand. A CX Maturity Scan provides insight into how customer-focused your organisation currently is. What do your processes and teams look like? How is research carried out and prioritised? What skills and tools do you already have in-house? The scan is always accompanied by a plan. The plan sets out the specific steps you can take to become even more customer-focused.

So: you move from a scan, to a plan, to ever-increasing CX maturity.

To know how to move forward, you first need to know where you stand. A CX Maturity Scan provides insight into how customer-focused your organisation currently is.

Would you like to do a CX Maturity Scan?

Anne van der Veen — Lead CX Strategie & Organisatie

Send message via LinkedIn anne.vanderveen@valsplat.nl

This is how we approach your CX Maturity Scan

Boosting CX maturity is no small task. But in terms of approach, it’s quite straightforward:

The scan

We map out how your organization currently operates. This involves various layers. For example, we look at the strategic level: what position does the customer hold in your vision and strategy? How is customer focus embraced by management? We examine the organizational culture: what do internal processes look like? What role does the customer play in the decisions that are made?

But we also analyze the practical side: how well is customer feedback collected, analyzed, disseminated, and used? Are there sufficient resources? We engage in dialogue with key stakeholders and get to know your organization inside out. From there, we determine how CX mature you are and where you stand on the 'ladder'.
The plan

It doesn't stop at a scan. We also create a plan: a CX Maturity plan. In that plan, you will find our vision of your current CX culture and working methods. We show where the greatest opportunities for growth lie.
The follow-up

We ensure that the plan is feasible. After drafting the plan, we consider how to roll it out together. We coordinate what you will do yourselves and where the involvement of our experts might be needed – this can take various forms: from a CX maturity expert joining in a few days a week to a monthly check-in.

Proud of our clients

What you can expect from us

Over the years, we’ve helped a great many organisations become more CX-mature. We helped Odido grow, and we’ve made great strides with Centraal Beheer.

We are experienced researchers who will guide your team. We’ve been practising customer-centred design ever since we started Valsplat in 2000. It’s in our DNA. It’s the foundation of everything we do.
We take a strategic view. You’ll get more than just a handful of insights or a simple scan. We work with you to apply everything we learn and plan the next steps.
Over the past 25 years, we’ve carried out research and design work for just about every major player in the Dutch market that takes digital seriously. You’ll reap the benefits of that accumulated knowledge.