Gartner Research

Learn How Well Your Company Can Deliver a Great Customer Experience

Published: 22 August 2012

ID: G00238593

Analyst(s): Laura McLellan, Ed Thompson


Improving the customer experience increases sales and decreases marketing costs. Gartner's maturity model for customer experience management enables CMOs to gauge where their company stands and what to do to improve their capabilities in this area.

Table Of Contents


  • 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
  • What to Do Next

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