Gartner Research

The Gartner Customer Experience Maturity Model for Supply Chain Leaders

Published: 23 April 2019

ID: G00383788

Analyst(s): Lisa Callinan , Beth Coppinger , Ed Thompson , Augie Ray


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

Table Of Contents
  • Key Challenges



  • Collaborate Across the Enterprise and Assess the Supply Chain Organization’s CX Maturity
  • Focus on the Different Levels of CX Maturity
    • Level 1. Siloed, Autonomous
    • Level 2. Scalable and Efficient
    • Level 3. Integrated and Aligned
    • Level 4. Shared Value
    • Level 5. Orchestrated Response
  • Perform a CX Maturity Assessment

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