Latest study

Latest Study

Latest study on Customer Experience – 2017 Edition

Study objectives

Customer experience is a set of documented events that influence the relationships customers have with an organization’s products or services throughout their lifecycle. It also helps to drive business development and build customer loyalty.

We believe that most organizations in 2017 should have implemented a customer experience management structure, or at least have begun basic data collection (centralized or not) to better serve customers and build loyalty.

This study shed light on CRC involvement in the customer experience process. It also includes observations and avenues for improving practices and analyses, based on the collected data and on emerging market trends.

This questionnaire covers the following themes:

  1. Principles and integration
  2. Applications and tools
  3. Indicators and feedback
  4. Integration with employees
  5. Objectives and ROI

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About Us

Founded in 1996 by Pierre Marc Jasmin, Services Triad Inc. is a management consulting firm specializing in studies providing direction and assistance in optimizing customer relationship centers operations by means of process, technology and human resources.

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