40 percent of European companies integrate customer satisfaction as a Key Performance Indicator for rating their management, which is almost twice as much as the rest of the world. Companies that establish a customer orientation to enable a focus on the customer experience realize benefits in the short-term, but also position the company for enhanced long-term success.

Below you see the Customer Experience Maturity Model, which shows how companies progress in the maturation of their customer experience excellence along a continuum ranging from product centricity, to customer focus, to experiential mastery.