Report
Customer Education Maturity Assessment
Study commissioned by Adobe and delivered by Everest Group.
Customer education directly influences adoption, retention, and revenue. Enterprises have increased spend accordingly, with 80% now funding it – yet 39% still have no single owner and most programmes remain years away from turning their spend into measurable impact.
Everest Group surveyed 150 enterprises across industries and geographies to build the Customer Education Maturity Assessment (CEMA) – a benchmark that scores programmes across impact and capability maturity and identifies exactly what best-in-class teams do differently.
WHAT'S INSIDE
- A four-stage maturity framework. Benchmark your programme against Basic, Emerging, Developed, and Best-in-Class stages across five core capabilities.
- Where AI is actually delivering ROI. See which AI use cases are scaling today – search, chatbots, content ops – and which ones are still stuck in pilot.
- The governance models that work. Learn how best-in-class teams move from fragmented ownership to a single accountable function without losing cross-functional collaboration.
- A real-world case study. How UiPath Academy scaled to 2.2 million registered learners using a role-based, AI-enabled learning architecture.
- A self-assessment checklist. Evaluate your own programme against the same criteria used to score all 150 organisations in the study.
