SUNConferences, 27th Annual Conference of the SA Institute for Industrial Engineering

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Towards a holistic customer experience management framework for enterprises
Liezl Du Plessis

Last modified: 2016-09-19


We have entered the age of the customer where customer choice is the main differentiator between enterprises. Enterprises need to shift their focus to Customer Experience Management (CEM). A survey conducted within the telecommunications sector indicated a gap between theoretical CEM approaches and their implementation in enterprises. A systematic literature review and inductive thematic analysis of CEM literature revealed nine common themes, but none of the existing approaches include all the themes in a comprehensive way. Based on the nine themes, this paper presents a new development, a holistic framework for CEM, useful to managers and practitioners concerned with the improvement of customer experiences.


customer experience; customer experience management; customer satisfaction; quality management; customer perception