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The guide is structured around three failure patterns. As you read, identify which one matches your current situation most closely.
Pay particular attention to the integration maturity model in Part 2 - it gives you a language for describing where you are precisely.
The three failure patterns in Part 3 are ordered from most to least visible; the first one is easy to recognise, the third one is where most organisations get stuck.
Here is what to look for when you read it
The guide is structured around three failure patterns. As you read, identify which one matches your situation most closely. Pay particular attention to Part 2: the integration maturity model gives you a precise language for describing where you are. The three failure patterns in Part 3 are ordered from most to least visible; the first is easy to recognise, the third is where most organisations get stuck even after addressing the first two.
The Integration Maturity Model
Gives you a language for describing where you are precisely. Most large South African enterprises sit at Level 1 or early Level 2.
Three Failure Patterns
The first pattern is easy to recognise. The third is where most organisations get stuck even after they have addressed the first two.
What Good Looks Like
Not a theoretical ideal - a practical description drawn from enterprise delivery across South African financial services and retail.
Ready to see where your integration actually stands?
The CX/UX Integration Maturity Assessment takes four minutes across three focused areas: structural alignment, methodology and data sharing, and execution and accountability. You will get a personalised readiness score and specific recommendations - not a generic model, but a score for your specific situation.
Two Decades of Customer Experience Leadership
Interact RDT has been shaping customer strategy, research, and experience design for over 20 years.
We partner with leading banks, insurers, telecoms, retailers, and public institutions across Africa and beyond to turn customer insight into measurable business outcomes.
Our expertise spans CX, research, brand, design, innovation, and training. We integrate these disciplines into a single connected system, so the work we do does not sit in a drawer.