The customer experience maturity model

An introduction to a customer experience model created by DHL Freight, in collaboration with Gallup, the University of Strathclyde and Ovum, and now adopted by a growing number of global organisations. You can find the background story - and the model itself - right here. 

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Much has been written about the emergence of customer experience as a key competitive battleground for businesses - a Gartner survey of...
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Last month, MyCustomer examined how DHL Freight built its customer experience management programme and explored what we could learn from...
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MyCustomer recently highlighted the growing popularity of the CEM maturity model - a framework created by DHL Global, in collaboration with...
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MyCustomer recently highlighted the growing popularity of the CEM maturity model - a framework created by DHL Global, in collaboration with...
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After recently examining the growing popularity of the CEM maturity model - a framework designed to gauge and steer the development of...
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In recent weeks, we’ve been examining the CEM maturity model – an increasingly popular framework that gauges and steers the development of...
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Throughout the year so far, we have examined the CEM maturity model – an increasingly popular framework that organisations use to assess...