Gartner Research

China Summary Translation: 'The Gartner Customer Experience Management Maturity Model'

Published: 09 November 2017

ID: G00342873

Analyst(s): Ed Thompson , Sandy Shen

Summary

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

主要观点

建议

The Gartner Customer Experience Management Maturity Model

  • Key Findings
  • Recommendations

Analysis

  • 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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