Gartner Research

The Gartner Customer Experience Management Maturity Model

Published: 27 June 2017

ID: G00323105

Analyst(s): Mark Lewis , Ed Thompson


Customer experience management is a discipline that requires an ongoing focus. Application leaders should use the Gartner CX management maturity model to gauge their organization's CX management maturity, and then use that baseline to plan future improvements.

Table Of Contents


  • What You Need to Know
  • Introduction
  • The Gartner CXM Maturity Model
  • The Different Levels of CXM 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 CXM Maturity Assessment

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