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Keywords: Customer experience management
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Journal Articles
Journal:
Business Process Management Journal
Business Process Management Journal (2024) 30 (8): 120–143.
Published: 29 May 2024
... and customer experience management (CXM) is mixed. Recently, new and enhanced capability areas have been added to the traditional BPM frameworks, yet it is unclear which of them contribute to CXM. Moreover, it is not known which of them are necessary and which are sufficient conditions. The aim...
