Gartner Research

A Focus on Customer Experience Is a Sign of Supply Chain Maturity

Published: 09 February 2018

ID: G00349765

Analyst(s): Lisa Callinan


On the horizon is a new wave of customer experience innovation where supply chains play an increasingly important role. Supply chain leaders responsible for customer fulfillment can use Gartner's CX maturity model to elevate their supply chain's CX initiatives to operational reality.

Table Of Contents
  • Key Challenges



  • Assess Your Supply Chain Organization's Current Capabilities in CXM
  • Focus on the Different Levels of CXM Maturity
    • Nonexistent — Not on the Scale
    • Level 1. Siloed Autonomous
    • Level 2. Scalable and Efficient
    • Level 3. Defined — Integrated and Aligned
    • Level 4. Managed — Shared Value
    • Level 5. Optimizing — Orchestrated Response

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