Gartner Research

Use Gartner's Customer Analytics Maturity Model to Create Better Customer Experiences

Published: 28 February 2018

ID: G00325234

Analyst(s): Melissa Davis


Organizations are under increasing pressure to improve their customer analytics capabilities. Using this maturity model will enable data and analytics leaders to develop an organizational and technological roadmap.

Table Of Contents
  • Key Challenges



  • Overview of Maturity Levels
  • Level Descriptions
  • Level 1: Basic
    • How to Move to Level 2
  • Level 2: Opportunistic
    • How to Move to Level 3
  • Level 3: Systematic
    • How to Move to Level 4
  • Level 4: Differentiating
    • How to Move to Level 5
  • Level 5: Transformational
    • Moving to the Next Level

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