customer experience maturity assessment
DESCRIPTION
One of the underpinning fundamentals of any Customer Experience Management (CXM) initiative, is the production of a detailed and accurate Customer Experience Maturity Assessment (CXMA). This white paper explains why a CXMA is required, and outlines best practices for developing one.TRANSCRIPT
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SandSIV empowers its clients with the ability to understand their customers faster and more intimately than their competitors and to utilize customer intelligence to drive continuous improvements within their organization. By closing the gap between their customers’ expectations and the delivery experience, SandSIV provides its clients with a complete VoC solution to support a holistic CXM business strategy. SandSIV enables a real business transformation towards a customer-centric business model – underpinned with our passion to deliver superior customer intelligence.
SandSIV enables world leading companies to gather superior customer intelligence. Through its cutting-edge Voice of the Customer (VoC) technology and expert Customer Experience Management (CXM) consulting, SandSIV is a recognized global leader in VoC and CXM. SandSIV solutions directly contribute to increased operational efficiency, help accelerate business performance and provide measurable impact on revenues and the bottom-line. SandSIV operates globally and specializes in the following industry verticals: Automotive, Entertainment, Financials, Hospitality, Media, Retail, Telecoms, Transport and Utilities. The company is headquartered in Switzerland with representative offices and distribution partners across EMEA.
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About Dr. Jukka HekanahoSandSIV CXO and Head SandSIV Consulting
Dr. Jukka Hekanaho has 20 years of experience in data mining, and is an expertin both customer intelligence and deliveringclient-centric solutions within the fields ofcustomer experience management andcustomer relationship management.
He is currently the Chief Experience Officerfor SandSIV AG, and heads the consultingarm of SandSIV. Prior to joining SandSIV, Dr. Hekanaho heldvarious management positions in thefinancial industry and worked as customer experience consultant within various industries.
Dr. Hekanaho holds a PhD in Data Mining from Åbo Akademi University.
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