Blueprint customer experience
Article
22nd Feb 2019
5
DHL Freight undertook a comprehensive and programmatic overhaul of its customer experience. Here we explore the steps it took and what...
customer experience evolution
Article
19th Mar 2019
2
In 2015 DHL Freight rolled out a model for customer experience maturity measurement to provide a platform for CX improvement, which would...
Binoculars customer experience vision
Article
3rd Apr 2019
A checklist to enable you to assess the maturity of your organisation's customer vision. MyCustomer recently highlighted the growing...
Heart live chat empathy
Article
7th May 2019
1
A checklist to help your organisation assess how customer-centric its culture is - and understand how to improve it. MyCustomer recently...
Telescope
Article
24th Feb 2017
A checklist to help you assess how visionary your company's leadership is. After recently examining the growing popularity of the CEM...
Employee engagement
Article
3rd Mar 2017
In recent weeks, we’ve been examining the CEM maturity model – an increasingly popular framework that gauges and steers the development of...
10th Mar 2017
Throughout the year so far, we have examined the CEM maturity model – an increasingly popular framework that organisations use to assess...
Experience design
Resource
19th Jul 2017
A growing number of global organisations are using the Customer Experience Management (CEM) Maturity Model to benchmark their customer...