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Research Report

The Digital Customer Experience (DCX) Maturity Model

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Business-to-business (B2B) tech companies have built a maze around their core value propositions. Customers must navigate that maze, and it is typically quite arduous.

There are many layers of complexity in the customer experience. For survival and ultimate future success, B2B tech businesses must develop core competencies to tackle the Digital Customer Experience (DCX).

TSIA has created a research-backed DCX Maturity Model, addressing four phases of maturity that most organizations iterate through on the journey to declaring DCX a core competency and ideally a distinctive competency.

Authored By:

Thomas Lah

Executive Director and Executive Vice President, TSIA

Laura Fay

Vice President and Managing Director, Products and Offers Research and Advisory, TSIA

Publish Date: October 12, 2022

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