Process Improvement and Benchmarking Customer Experience Management

Abstract

The aim of this research paper is to examine which road the companies have walked down to in order to provide better experiences to their customers. Purpose of the paper is to identify certain best practises for customer experience management. A total of seven Customer Experience (CX) professionals and seven organizations were chosen. Out of these seven companies, five were B2B and two were B2C company. An inquisitive study was done as a part of the secondary research. This research was spread over a span of two months. Industries best practises where analysed by approaching, connecting to and interviewing them to collect information for Analysis.  Similarities in Approaches of Different industries/business. The paper recommends “Seventeen Industry Best Practices” which can be helpful to improve the existing framework. The study of this paper reveals that what the selected companies do in order to improvise their customer experiences. The best practise framework may suggest significant changes in the customer experience management domain of any organization. The support has been taken from the existing literature about customer experience. It gathers insights on how organizations gain maturity in areas of customer experience management. A seventeen industry best practices framework has not been developed so far.