A framework for measuring & improving CX: white paper

Kim MacGillavry, Alan Wilson, Neil Davey

Research output: Working paperCase study

487 Downloads (Pure)


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.
Original languageEnglish
Number of pages37
Publication statusPublished - 20 Apr 2017


  • customer experience management
  • culture change


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