Five stages of maturity
The Gartner Customer Experience Management Maturity Model helps CIOs and companies determine their current CEM state and where they need to go next. There are five stages of maturity – Initial, Developing, Defined, Managed, and Optimizing. CIOs must assess their company’s current state of CEM, then build a strategic roadmap toward creating a superior customer experience that will serve as a sustainable differentiator.
Level 1: Getting Started
Companies have disconnected and disorganized processes in place. They must address basic questions such as, “What is the customer experience”, and “How do we measure the impact?”
Level 2: Capturing the Voice of the Customer
Companies with an established “voice of the customer” role should identify and apply the best practices they’ve learned from studying customer feedback and observing other organizations.
Level 3: Engaging Your Executives
Senior management is now engaged in defining a vision. Goals, practices and performance metrics are fully defined. It is time to drive innovation.
Level 4: Managing Profit Parity
Executives give customer experience equal importance with profit, making it important for all employees and integrating it in the company’s system. The focus turns to vision, strategy, metrics, governance, organization, processes and technology.
Level 5: Optimizing Culture Change
The organization’s culture changes to where employees do the right thing without being asked, given incentives or pressured. Employees are empowered to take action and innovate. Enhancing the customer experience is a team sport, demanding participation from across the company. The CIO must step into a lead role on that team and show how technology can boost the customer experience and grow the company. Learn more about the CIO's role in customer experience, and read free research, at the Customer Experience Management page.