The diagnosis that shows whether your company can sustain a good experience

Customer-Centric Maturity Consulting MMOC®

Before designing a CX program there's a more important question: does your organization have, today, the real capacity to sustain it? MMOC® is our own customer-centric maturity diagnosis methodology: it assesses the organizational capabilities —not just the results— that determine whether a good customer experience is consistent over time, or depends on a few people's effort.

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Why it matters

Why start with a maturity diagnosis?

Two companies can have the same NPS and a completely different capacity to sustain it. MMOC® reveals that difference before you invest in a program your organization can't sustain yet.

Maturity level (IGM®)How developed your organization is, today, to manage your customers' experience consistently.
Organizational coherence (ICO®)Whether your capabilities are aligned with each other, or you have isolated strengths that fail to sustain the result.
Intervention priority (IPI®)Where it's worth acting first to generate the greatest impact with the least effort.

Organizational maturity map

MATURITY MATRIX · IGM® × ICO®

Illustrative example — not data from a real client.

What a coherence gap looks like

ILLUSTRATIVE EXAMPLE · SCORE PER MACRO-CAPABILITY

Strategic Direction82%
Culture and People58%
Operational Excellence41%
Organizational Intelligence53%

High Strategic Direction with low Operational Excellence is the most common coherence gap (ICO®): the intent is there, the process that sustains it isn't.

Interviews + surveysLeadership and middle management3 action horizons
Ecosistema ADA LAB

It can stand alone, or connect with the rest of the ecosystem

MMOC® is an independent diagnosis: you don't need to install a Voice of Customer program to get value from it, and you don't need to go through it to set one up. That said, many organizations do chain the 3 stages:

1. Diagnosis (MMOC®)

Reveals which organizational capabilities you're missing and what to prioritize first. Works just as well as a standalone diagnosis, with no obligation to continue.

2. Continuous measurement (optional)

If you decide to move forward, with that diagnosis as a base we design and install the CX and Voice of Customer program matched to your real capacity.

 3. Market research (optional)

And if later you need to answer something continuous measurement doesn't cover, we go deeper with ad hoc studies — with or without having gone through MMOC® first.
What's included

Strategic Direction

Whether there's real executive will to act on what your customers say, even when it means changing processes or priorities.

Culture and People

Whether your teams have the habit, the skills and the disposition to use customer intelligence in their daily work.

Operational Excellence

Whether formal processes exist that turn every alert into a concrete action, with an owner and a deadline.

Organizational Intelligence

Whether your company can analyze, interpret and distribute findings to the people who can act on them.

Cómo trabajamos

How we run the diagnosis

From the first conversation to a prioritized roadmap, in four stages.

01

Kickoff

We align scope, the areas to assess and who takes part in the diagnosis.

02

Data collection

Interviews, internal surveys and a review of existing processes and documentation.

03

Analysis and scoring

We calculate IGM®, ICO® and IPI® and cross-reference findings across the 4 macro-capabilities.

04

Report and roadmap

We deliver the executive report and prioritize interventions across 3 work horizons.

FAQ

Questions about Customer-Centric Maturity Consulting MMOC®

What is MMOC®?
It's ADA LAB's own methodology for diagnosing customer-centric organizational maturity: it assesses the capabilities that determine whether a company can sustain a good customer experience over time, not just whether it has one today.
Who is this diagnosis for?
For any organization that wants to design or redesign its CX program based on its real capacity, instead of copying a generic industry standard.
What do I get at the end of the diagnosis?
An executive report with your maturity level, the coherence between your organizational capabilities, and a prioritized intervention roadmap across three work horizons.
How does it connect with the CX program design?
The diagnosis defines what instrument, what frequency and what level of complexity your organization can sustain today, before designing and installing the Voice of Customer program.
Let's talk

Ready to truly listen to your customers?

We'll show you how an ADA LAB CX and Voice of Customer program looks on your own data.

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