The five-level customer THZ Customer Experience Maturity Model is a business process improvement model designed is an incremental iterative model where the lower levels provide a progressively stronger foundation on which to build the upper levels. .

Process improvement maturity models have been utilized in the corporate arena and federal government starting in the 90s.

The Customer Experience Process Capability Maturity Model (CXMM) as based on the capability of business organizations to consistently and predictably produce customer experience driven, high quality products and services. It is closely related to such topics as business process, quality management, and process improvement. The drive for improved customer experience is motivated by technology, customer need, regulation, and competition.

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