Customer Experience Management
Achieving Successful Customer Outcomes with BPM, CEM and Outside-In thinking and practice.
Moments of Truth 2013 - Make every customer interaction a profitable one
Now in version 15. A set of guidance and templates to discover, develop and control Moments of Truth.
https://www.dropbox.com/s/2v6ezd6ign36k9f/BPGMOT_2013.docx
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