ENHANCING CUSTOMER EXPERIENCE THROUGH BUSINESS PROCESS IMPROVEMENT: AN APPLICATION OF THE ENHANCED CUSTOMER EXPERIENCE FRAMEWORK (ECEF)

摘要

In 2010 Botha, Kruger & De Vries [5] introduced a framework for enhancing customerexperience through improved business processes. They developed the Enhanced CustomerExperience Framework (ECEF) by integrating various well-known techniques into onecomprehensive framework.