Is Your Customer Experience Strategy Built to Last or Just Getting By?

Tony Johnson
Jul 8
3 min read

In an era where your competition is one click away and guest expectations evolve overnight, Customer Experience (CX) has moved from buzzword to business imperative.

It’s not just about satisfaction surveys or quick service anymore. It’s about building trust, creating memorable moments, and aligning your brand with what guests value most.

At Evolving Experiences, we believe that every experience is a brand experience, and that excellence in customer experience doesn’t happen by accident. It takes intentional strategy, empowered teams, and a culture committed to continuous improvement.

But here’s the deal: most organizations don’t actually know where they stand. They’re either too close to the work or too overwhelmed by day-to-day operations to step back and assess. That’s why we created the Customer Experience Maturity Assessment, a simple yet powerful tool to help you evaluate, benchmark, and build your customer experience muscle.

These types of look-in-the-mirror moments are more important than ever because customer expectations continue to evolve.

Customers want ease. They expect empathy. They demand consistency. And they reward brands that deliver.

Companies that lead in CX outperform lagging organizations by up to 80% in revenue growth, according to recent studies. But customer experience is not just a frontline issue – it requires an entire organizational mindset shift. It touches your strategy, your systems, your people, and your purpose.

Without a way to measure where you are today, you can’t lead tomorrow. That is why we created the Customer Experience Maturity Assessment.

Built on the foundation of core CX principles and infused with insights from our global consulting work, this short assessment is designed to give you a 360° view of your CX maturity.

You will assess performance to determine how well you know your guests, train your team, and execute your customer experience strategies.

Why Teams Love This Tool?

It sparks cross-functional conversations
It helps justify investment in CX resources
It uncovers blind spots without judgment
It sets a baseline for growth and coaching
It gives your leaders a shared language to talk about CX

TAKE OUR CUSTOMER EXPERIENCE ASSESSMENT HERE (Click on the link below):

CX must be a key driver within your culture, baked into every decision and touchpoint. Your next step? Stay agile, keep listening, and become a benchmark brand.

You don’t have to be perfect, but you just have to be willing to take a hard look at where you are and where you want to go in the future.

Once you've completed the assessment, you can:

Use your results to kick off a leadership workshop or a team huddle
Compare scores across different locations or departments
Identify quick wins and long-term priorities
Book a strategy session with Tony Johnson, our CXO, to build a focused action plan

Ready to Find Out Where You Stand?

Take the Customer Experience Maturity Assessment today and take the first step toward transforming how your guests feel, respond, and remember you.

Need help with your results?

Reach out to us at tonyjohnson@4xiconsulting.com for a personalized consultation or to plan a leadership workshop.

Because great customer experiences don’t happen by chance, they happen by design.

And it all starts with understanding your guests, your teams, and your clients – so you can plot a course for success, together.

Tony Johnson is 4xi’s Chief Experience Officer and leader of the Evolving Experiences© practice. Before joining 4xi, he was the Customer Service Officer for Aramark, a global food and facilities organization. Tony is a Certified Customer Experience Professional (CCXP), award-winning speaker, and globally recognized employee and customer experience expert.

4xi Global Consulting & Solutions is a team of talented leaders from both the client-side and service provider side, impacting the Human Experience (HX) for people at work, in education, rest, and at leisure.

We believe in a people-first, experience-led philosophy. Whether client, employee, or guest – their experience is the fundamental foundation of success.

We work with corporations, service providers, and innovators:

Strategic Advisory & Special Projects (SPx)
Headquarters Fractional Support On-Demand
Global Amenities Strategy, Design & Operations
Explorers Innovation Directory: Gateway to Innovation
Market Research Reports & Benchmarking

4xi is proud to be Chair of WORKTECH Academy for North America and a member of its Leadership Advisory Board. 4xi is a Global Ambassador for WORKTECH Academy.