Press Release


STAMFORD, Conn., September 15, 2021

Gartner Says CSCOs Need a “PRISM” Framework to Shift the Supply Chain Culture Towards Customer-Centricity

Gartner Analysts Discuss the Importance of CX for Supply Chains During the Virtual Gartner Supply Chain Symposium/Xpo, EMEA

As chief supply chain officers (CSCOs) try to create a truly customer-centric supply chain culture, they need to implement a PRISM framework as the starting point for that cultural change, according to Gartner, Inc.

At the Gartner Supply Chain Symposium/Xpo, which is taking place virtually this week in EMEA through today, Gartner analysts explained how the Gartner PRISM framework contains five dimensions of culture - purpose, rituals, identity, support and merit.


Discussions in team meetings about customers based on facts and data are usually less impactful than customer stories that provide direct feedback.

“CSCOs should invite customers to their meetings or better still, do a joint walk-through around the factory shop-floor to their depots and outlets. The stories they’ll hear will provide tremendous insights on how to do things better,” said Simon Bailey, senior director analyst with the Gartner Supply Chain practice.


Customer-centric thinking has to become a habit. Supply chain leaders can accomplish this by frequently giving team members the opportunity to share their own experiences of truly exceptional customer experience and ask the team to discuss how those learnings can be applied within the organization.


Many parts of the supply chain don’t identify themselves as champions of customer experience because they work in non-customer facing roles. But every part of the supply chain contributes to customer experience (CX).

“The best way to foster customer-centricity is to showcase how tasks influence CX – from logistics delivering the goods, to manufacturing supporting a desire for sustainable, high quality products.” Bailey said. “Conducting a customer journey mapping workshop can help make the link between task and customer needs much clearer. The whole supply chain has a massive influence on CX.”


Employee experience is closely linked to CX. A motivated and supported employee is more likely to go the extra mile to make a customer happy. Supply chain leaders can show their support by removing unnecessary effort for repetitive, overly complex or simply unnecessary tasks. Customer-facing employees value freedom to exercise judgement when dealing with customer issues.


A very effective way to foster customer-centric thinking is to integrate CX in metrics and goals and make it a part of bonus agreements. “CSCOs must clearly communicate the ROI for CX in the supply chain, but also empower people to act on the metrics they just set,” Bailey concluded.

About Gartner Supply Chain Symposium/Xpo

Gartner Supply Chain Symposium/Xpo is the most important gathering of CSCOs and supply chain executives. Supply chain leaders will discover the must-have insights, strategies and frameworks to build the sustainable, societal and profitable supply chains required for a dynamic world.

Upcoming dates for the Gartner Supply Chain Symposium/Xpo include:

October 25-27: Americas

More information on CX in the supply chain will be shared in the Gartner webinar “Align Supply Chain Performance to Customer Outcomes” taking place on September 23.

About the Gartner Supply Chain Practice

The Gartner Supply Chain Practice brings together the most relevant analysis, peer-based best practices, metrics and data across Gartner and offers supply chain leaders a platform to make the choices that will drive their business forward. Additional information is available at Follow news and update from the Gartner Supply Chain Practice on Twitter and LinkedIn using #GartnerSC.


About Gartner

Gartner, Inc. (NYSE: IT) delivers actionable, objective insight to executives and their teams. Our expert guidance and tools enable faster, smarter decisions and stronger performance on an organization’s mission critical priorities. To learn more, visit