The World’s first masters level programme in Customer Experience Management We are the world’s first Master’s level qualification focused only on Customer Experience Management! The Post Graduate Diploma in Customer Experience Management is a unique programme, designed for individuals who wish to excel in designing, developing and implementing great experiences for their customers, employees, partners …
Many companies have adopted NPS (net promoter score), as a means to measure the effectiveness of their CX programmes. Companies that improved their NPS scores found that overall business performance improved. Heck, NPS has even been backup by a Harvard Business Review article. Everything published in HBR must be true – right? Companies have approached …
It appears that most people know about and have an understanding of Customer Experience (CX), but very few know about Customer Experience Management(CEM). The two are often thought of as the same concepts. Most companies are practicing CX, but very few have adopted CEM. There are differences between the two, and knowing which one does what …
Customer Experience Management seems to be on everyone’s mind these days. One of the questions that I’ve gotten asked a number of times is, how to build a great CEM program, what do we need to do, etc. Based on extensive research, I’ve come up with a 12-step plan which should help in developing your …
