Free access to: Preservers, Transformers & Vanguards: Measuring the Profitability of Customer Experience Strategies @ http://www.readcube.com/articles/10.1111/drev.10260

CX may be “the next competitive battleground”, but we’re still struggling to define it.
More to the point, we have to find a way to measure CX. Otherwise, how can we become better at managing it?
Free access HERE