As recently stated in this recently-released Gartner publication, customer experience management is a discipline that requires an ongoing focus*. Even before understanding what direction your approach to CX should take, it is crucial to realize where you are at the present time. Describing exactly what your current CXM is, and what actually is the role of it in your overall business strategy, can be challenging.
We are confident that the Gartner Customer Experience Management Maturity Model will help you to understand how developed and efficient your CX strategy is, and provide pivotal insight for future decisions. To do so, the Model defines five levels of increasing maturity: initial, developing, defined, managed and optimizing.
Find out here your company’s level, and what steps are required to move to a “higher maturity”.
*Gartner, The Gartner Customer Experience Management Maturity Model, Ed Thompson | Mark Lewis, 27 June 2017