Adopt a Customer-Centric Approach to Drive Customer Experience

"46% of B2B and 28% of B2C Organizations are at the Ad hoc level of CX maturity, while only 29% of B2B and 37% of B2C are at the Establishing level" as per Gartner’s Customer Experience Management Maturity Model, 2020

According to Gartner, "As executive leaders seek to enhance CX, they must develop capabilities to build a deep understanding of customer wants and needs. This research outlines three phases to develop foundational capabilities for CX improvement. These are:

  • Phase 1: Aligning Leadership and Developing Capabilities
  • Phase 2: Leveraging Personas and Journey Mapping to Understand and Design the CX
  • Phase 3: Using CJA to Enhance CX"

View the Gartner Report


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    Gartner, Adopt a Customer-Centric Approach to Drive Customer Experience, Beth Coppinger, Jason Daigler, Michael Chiu, Simon Bailey, December 28, 2020

    *GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved.