A framework for measuring & improving CX : white paper

MacGillavry, Kim and Wilson, Alan and Davey, Neil (2017) A framework for measuring & improving CX : white paper. Case study. mycustomer.com.

[img]
Preview
Text (MacGillavry-etal-mycustomer-2017-A-framework-for-measuring-and-improving)
MacGillavry_etal_mycustomer_2017_A_framework_for_measuring_and_improving.pdf
Final Published Version

Download (2MB)| Preview

    Abstract

    A growing number of global organisations are using the Customer Experience Management (CEM) Maturity Model to benchmark their customer experience development and identify where improvements need to be made. And the architects of the framework are now sharing the Model and the accompanying staff questionnaire to support your efforts to measure and improve your organisation's customer experience management. Developed by DHL Freight in conjunction with Strathclyde University Business School, Ovum and Gallup, the CEM Maturity Model is a proven framework to aid all organisations, no matter if they are just embarking on their CEM journey or are already well underway.