A framework for measuring & improving CX: white paper

Kim MacGillavry, Alan Wilson, Neil Davey

Research output: Working paperCase study

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.
LanguageEnglish
Publishermycustomer.com
Number of pages37
Publication statusPublished - 20 Apr 2017

Fingerprint

Customer experience
Maturity model
Business schools
Freight
Staff
Benchmark
Questionnaire

Keywords

  • customer experience management
  • culture change

Cite this

MacGillavry, K., Wilson, A., & Davey, N. (2017). A framework for measuring & improving CX: white paper. mycustomer.com.
MacGillavry, Kim ; Wilson, Alan ; Davey, Neil. / A framework for measuring & improving CX : white paper. mycustomer.com, 2017.
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MacGillavry, K, Wilson, A & Davey, N 2017 'A framework for measuring & improving CX: white paper' mycustomer.com.

A framework for measuring & improving CX : white paper. / MacGillavry, Kim; Wilson, Alan; Davey, Neil.

mycustomer.com, 2017.

Research output: Working paperCase study

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MacGillavry K, Wilson A, Davey N. A framework for measuring & improving CX: white paper. mycustomer.com. 2017 Apr 20.