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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22nd Feb 2019
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DHL Freight undertook a comprehensive and programmatic overhaul of its customer experience. Here we explore the steps it took and what...
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In 2015 DHL Freight rolled out a model for customer experience maturity measurement to provide a platform for CX improvement, which would...
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A checklist to enable you to assess the maturity of your organisation's customer vision. MyCustomer recently highlighted the growing...
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A checklist to help your organisation assess how customer-centric its culture is - and understand how to improve it. MyCustomer recently...
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A checklist to help you assess how visionary your company's leadership is. After recently examining the growing popularity of the CEM...
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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...
Resource
19th Jul 2017
A growing number of global organisations are using the Customer Experience Management (CEM) Maturity Model to benchmark their customer...