“Only 20% of strategists have the clarity on where transformational change will empower their company to win.”

– Gartner Market Insights

The BEMA delivers clarity on where a leadership team need to focus their attention.

The assessment surfaces the maturity of the brand’s functional competency & systems capability across the six primary functions of leadership and management;

Vision – casting, setting and delivering.

Market – segmentation, opportunity identification and personas.

Strategy – positioning, differentiation and competitive advantages.

Business model – value creation, systems, financial clarity.

Customer experience – acquiring, retaining and growing customers through marketing, sales & service.

Employee experience – acquiring, retaining and growing talent through your HR programs.

Where you are on the Experience Curve is determined by how much clarity, competency and capability you have on the six fundamental functions of the business.

We can identify a business level maturity score, but also break that score down to different functions and the specific disciplines within customer experience (sales, marketing, service) and employee experience.

This experience score helps identify where effort should be focussed. 

The rolled up experience score helps identify where on the Experience Curve the brand is.

Represented as a percentage, the marker also helps identify what phase of growth the brand might be in and therefore identify what types of activities can unblock growth across people, process & digital technology.  

“70% of employees say they lack mastery over the skills they need to do their job.”

– Gartner Market Insights

Most importantly the BEMA will identify where the brand’s strengths and weakness are in both functional competency and systems capability across both Customer and Employee Experience disciplines.  

The BEMA report will provide a detailed breakdown on each discipline to show what competencies and capabilities need to be built to move up the experience curve.

The disciplines covered are:

• Sales (CX)
• Marketing (CX)
• Service (CX)
• HR (EX)