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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. 

Loyalty
22nd Feb 2019

How DHL built its CX programme & what we can learn

by
Neil Davey
Any Answers comment Icon 5
Blueprint customer experience
Loyalty
19th Mar 2019

How the CEM maturity model steers CX programmes

by
Neil Davey
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customer experience evolution
Loyalty
3rd Apr 2019

Assessing your company's customer-centric vision

by
Kim MacGillavry and Alan Wilson
Eye data
Engagement
7th May 2019

Assessing the customer-centricity of your culture

by
Kim MacGillavry and Alan Wilson
Any Answers comment Icon 1
Heart live chat empathy
Loyalty
4th Jun 2019

Assessing the customer-centricity of your leaders

by
Kim MacGillavry and Alan Wilson
Binoculars customer experience vision
Engagement
25th Jun 2019

Assessing how engaged your employees are

by
Kim MacGillavry and Alan Wilson
Assess
Voice of the Customer
23rd Jul 2019

Assessing your CX tools and processes

by
Kim MacGillavry and Alan Wilson
Spanner
Report
Sponsored

CEM Maturity Model: Measure & improve your CX

CEM

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