What is an enterprise capability map?

• A. A financial ledger of CX investments.
• B. A map of customer journeys across channels.
• C. A visual representation of CX and AI capabilities, ownership, and interdependencies across the enterprise.
• D. A data dictionary for raw datasets.

Answer: (C)

An enterprise capability map is a visual representation of what the organization can do—its CX and AI capabilities—along with who owns each capability and how those capabilities depend on one another across the whole enterprise. This framing turns capabilities into building blocks that drive business outcomes, making it easier to spot gaps, overlaps, and opportunities for investment. By clearly showing ownership and interdependencies, it supports smarter prioritization, governance, and roadmapping for CX and AI transformation, ensuring initiatives align with the organization’s capabilities rather than running in silos. It’s not a financial ledger of CX investments, nor a map of customer journeys across channels, nor a data dictionary for raw datasets. The map centers on the capabilities, who is responsible for them, what they require, and how they connect across the enterprise.