Gartner Research

CMO Insight: Cultivate Customer Experience Maturity Across Your Organization

Published: 20 April 2016

ID: G00300707

Analyst(s): Augie Ray , Anna Maria Virzi


Gartner's framework enables CMOs to assess the entire organization's customer experience maturity, and influence positive customer experience change inside and outside the marketing organization.

Table Of Contents


What You Need to Know

  • The Gartner Customer Experience Maturity Framework
  • Assessing Your Organization's Customer Experience Maturity
  • 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 You Need to Do

  • Do This First
  • Priority Actions for You
  • Priority Actions for Your Team

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