Peppers & Rogers Group partnered with SAS and Jubelirer Research to undertake the first in a global series of empirical investigations designed to understand the customer experience management philosophy across a broad base of companies; explore the advantages that accrue to companies with superior customer experience capabilities; and document the organizational and technological enablers and inhibitors to delivering excellent customer experiences.
Customer Experience Maturity Monitor
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27 February 2011 at 21:34
Presentation of the maturity model by Neil Hayward (SAS).