About this document
Holistic Framework for Customer Experience Management by indosiata is a document available to read on EtoBox.
The document discusses the need for enterprises to shift their focus to customer experience management (CEM) in order to remain competitive. A survey of telecommunications companies found a gap between theoretical CEM approaches and their practical implementation. Through a literature review and thematic analysis of CEM literature, the study identified nine common themes in CEM, but found that no existing approaches incorporated all themes comprehensively. To address this, the study proposes a new holistic
- Author
- indosiata
- Language
- EN