Global ETD Search

Achieving excellence in managing customer experience – An exploration of smaller details that make a difference

Jha, GautamUniversity of Cambridge2024

Established firms acknowledge the importance of a customer experience (CX) as a leading strategic approach but face challenges in managing customer experience compared to digitally born organisations. However, in theory and practice, the concept of customer experience management is fragmented …

cambridge Repository record for Achieving excellence in managing customer experience – An exploration of smaller details that make a difference (opens in a new tab)