Customer Experience Management - Fad or Future?!

In a ground-breaking study under the leadership of Dr Phil Klaus, Professor of Marketing and Sales at ESCEM School of Business and Management, cooperating with Professor Bo Edvardsson, Karlstad University, Director of CTF Center for Service Research, and Dr Stan Maklan, Senior Lecturer in Strategic Marketing at Cranfield School of Management, the research team explored current Customer Experience Strategy and Management Practice. The team validates the 5 key dimensions of CE practice as: CE Definitions, Scope, and Objectives; Governance of Customer Experience; Management of Customer Experience; CE Policy Development; and CE Challenges. After an extensive analysis they developed a "best practice" model, linking practice to positive financial outcomes for the organization.

Please download our paper for free HERE.