Customer Experience Lifecycle Model and Metrics Toolkit
Overview
The Customer Experience Lifecycle Model and Metrics Toolkit provides service providers with a three layered, multi-phase model to define the interactions with their customers across each phase and model those based on their unique journeys. Also included is a comprehensive set of 450 metrics for measuring customer experience that extend across the entire customer lifecycle.
Resources Included
| Resource Name | Document version | Document type | Team Approved Date | Download |
|---|---|---|---|---|
| 1.0.0 | Introductory Guide | 5 Dec 2022 | ||
| 1.0.0 | Best Practice | 2 Oct 2020 | ||
GB962C Customer Experience Management Lifecycle Model v1.5.1 | 1.5.1 | Best Practice | 9 Dec 2013 | |
Customer Experience Management Lifecycle Metrics R15.0.1 (GB962A) | 2.5.3 | Best Practice | 8 Jun 2015 |