Gartner Research

Survey Analysis: Customer Experience Maturity and Investment Priorities, 2019

Published: 03 June 2019

ID: G00401851

Analyst(s): Melissa Davis , Olive Huang , Nick Ingelbrecht , Ed Thompson


A Gartner survey shows how organizations change their CX investment priorities as their CX maturity increases and reveals the most common threats to CX initiatives. Application leaders supporting such initiatives should adjust their plans based on our analysis.

Table Of Contents

Survey Objective

Data Insights

  • The Current State of Organizations’ Customer Experience Maturity
  • Organizations’ Customer Experience Priorities in 2019
  • Prioritization of Organizations’ Customer Experience Technology Investment Plans
  • The High-Stakes Situations Organizations Face or Expect to Face With Respect to Their Customer Experience Initiatives
  • Methodology
  • Definitions

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