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IDC MaturityScape: Customer Experience

IDC MaturityScape: Customer Experience

This IDC study describes IDC's Customer Experience MaturityScape framework, which identifies the stages, critical measures, outcomes, and actions required for companies to effectively develop a customer experience strategy and competencies in a holistic, organizational customer experience workflow. In this study, we describe the framework and provide guidance for organizations of all sizes interested in advancing along the five maturity stages of the framework to maximize benefits derived from building a culture centered on customer experience. While this study focuses on the major category of "customer," it is important to recognize that the entire organization is involved in a variety of "experiences" and that the creation of a customer experience, by implication, involves the additional experiences related to employee, partner, and supplier.

Please Note: Extended description available upon request.


IDC Opinion
In This Study
Executive Summary
Situation Overview
What Is Customer Experience?
Stages of IDC's Customer Experience MaturityScape
Stage 1: Ad Hoc
Stage 2: Opportunistic
Stage 3: Repeatable
Stage 4: Managed
Stage 5: Optimized
Dimensions of IDC's Customer Experience MaturityScape
Future Outlook
Essential Guidance
Learn More
Related Research
Synopsis
Table: IDC MaturityScape: Customer Experience — Overview of Stages, Dimensions, and Sub-Dimensions
Table: IDC MaturityScape: Customer Experience — Progressing Through the Stages
Figure: IDC's Customer Experience MaturityScape Stage Overview
Figure: IDC's Customer Experience Taxonomy

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