Gartner Research

The Gartner CX Management Maturity Model for CX Leaders


Customer experience management is an enterprisewide discipline that requires a continuous focus. Customer experience leaders driving marketing and business results can use this maturity model to gauge their organization’s customer experience maturity and identify areas to improve.

Published: 12 March 2019

ID: G00378500

Analyst(s): Augie Ray Ed Thompson Beth Coppinger

Table Of Contents


  • Introduction
  • Gartner CX Management Maturity Model
  • The Five Levels of CX Maturity
    • Level 1. Ad Hoc
    • Level 2. Establishing
    • Level 3. Performing
    • Level 4. Optimizing
    • Level 5. Embedded
  • Performing a CX Maturity Assessment

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