How can organizations excel at customer experience and advance to higher levels of maturity? And how can they sustain those advances once they’ve made them? The basis for organizational maturity in any field stems from adopting and consistently performing a set of sound, repeatable practices that lead to excellence. In the world of customer experience, maturity is about the extent to which an organization routinely performs the practices required to design, implement, and manage customer experience in a disciplined way.
UX Magazine: 6 Disciplines for Reaching Customer Experience Maturity