Gartner Research

The Gartner Customer Experience Management Maturity Model

Published: 11 November 2011

ID: G00217544

Analyst(s): Ed Thompson

Summary

Customer experience management is a discipline that requires an ongoing focus. Use the Gartner CEM Maturity Model to gauge your organization's CEM maturity, then use that baseline to plan future improvements.

Table Of Contents
  • Overview

Analysis

  • What You Need to Know
  • Introduction
  • The Gartner CEM Maturity Model
  • The Different Levels of CEM Maturity
    • Nonexistent — Off the Scale
    • Level 1. Initial: Fragmented Focus
    • Level 2. Developing: Voice of the Customer Validated
    • Level 3. Defined: Executives Engaged
    • Level 4. Managed: Profit Parity
    • Level 5. Optimizing: Culture Change
  • Performing a CEM Maturity Assessment

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