White Paper

Customer Experience Management: A Step By Step Approach

For the most managers the vision for CEM (Customer Experience Management) is clear. First, understand what drives customers experiences, attitudes,...     


Does Satisfaction Matter More if a Multichannel Customer is also a Multi-company Customer?

28 pages

This paper discusses the results of a research study aimed at investigating the moderating influence of both multichannel and multi-company usage...     


An Investigation of the Cross-National Determinants of Customer Satisfaction

19 pages

This paper discusses new research, and its implications for policymakers, multinational corporations, and researchers. The 19-country study...     


Navigating Through Turbulent Times: The People Side of Change

3 pages

Just about everyone understands that the current global economic situation is forcing all of us into a period of adjustment and change.