Gartner Research

China Summary Translation: 'The Gartner Customer Experience Management Maturity Model for IT Leaders'

Published: 18 July 2019

ID: G00395926

Analyst(s): Ed Thompson , Olive Huang


Customer experience management is an enterprisewide discipline that requires a continuous focus. Application leaders should use the Gartner CX management maturity model to gauge their organization’s CX management maturity and identify practical and effective improvements.

Table Of Contents



The Gartner Customer Experience Management Maturity Model for IT Leaders

  • Key Findings
  • Recommendations


  • Introduction
  • The Gartner CX Maturity Model
  • The Different 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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