Save or Share this Report

For Customer Experience Professionals

The Customer Experience Management Maturity Model

March 14, 2016

Primary author headshot


  • By Megan Burns
  • with Michael E. Gazala,
  • Gabriella Zoia,
  • Kara Hartig

Why Read This Report

Not every company needs great customer experience (CX). In some cases, good CX may be enough. But it's getting harder to even achieve "good" CX consistently. As companies scale, employees have to coordinate to deliver products and services via many channels. The often-haphazard CX management (CXM) approach of the past won't cut it anymore, but many CX pros aren't sure what to do differently. Forrester's CXM maturity model answers that question. It spells out the activities, processes, and habits that define mature CXM in the age of the customer.

Get Access

Already a Client?

Log in to read this document.

Become a Forrester Client

Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.

Purchase Report

This report is available for individual purchase ($499 USD).


Table of Contents

  • Success Requires Strong CX Management Across Six Competencies
  • Customer Experience Management Maturity Requires Discipline
  • Discipline Isn't Enough: CXM Maturity Also Requires Empathy
  • Recommendations

  • Focus CXM Assessments On What's There, Not What's Missing
  • Supplemental Material
  • Related Research Documents

Recommended Research