For the most managers the vision for CEM (Customer Experience Management) is clear. First, understand what drives customers experiences, attitudes,...
28 pages
This paper discusses the results of a research study aimed at investigating the moderating influence of both multichannel and multi-company usage...
19 pages
This paper discusses new research, and its implications for policymakers, multinational corporations, and researchers. The 19-country study...
3 pages
Just about everyone understands that the current global economic situation is forcing all of us into a period of adjustment and change.