In 2015 DHL Freight rolled out a model for customer experience maturity measurement to provide a platform for CX improvement, which would prove highly successful.
Customer Centric is one of the key buzzwords these days…. but what’s behind? It’s a cultural change and much more then just CRM (Customer Relationship Management), or better it’s an active CRM approach which is not only reflecting the past. We need to transform our self from CRM over CEM up to CIM.