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. 

Blueprint success
Article
19th Jan 2017
5
Much has been written about the emergence of customer experience as a key competitive battleground for businesses - a Gartner survey of...
model
Article
27th Jan 2017
Last month, MyCustomer examined how DHL Freight built its customer experience management programme and explored what we could learn from...
Telescope
Article
10th Feb 2017
MyCustomer recently highlighted the growing popularity of the CEM maturity model - a framework created by DHL Global, in collaboration with...
thumbs
Article
17th Feb 2017
1
MyCustomer recently highlighted the growing popularity of the CEM maturity model - a framework created by DHL Global, in collaboration with...
Telescope
Article
24th Feb 2017
After recently examining the growing popularity of the CEM maturity model - a framework designed to gauge and steer the development of...
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...