Explain customer experience management

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Reference no: EM13735829

Review the following case study. Note that there are several media sources available for you to get to know this case study:
Anonymous (n.d.). Providing a customer-centric service: A Zurich Case Study. The times 100 Business Case Studies.

In a 3- to 4-page paper discuss the efforts put forth by Zurich to manage the customer experience and assess whether they are doing all they can do in this regard. Please provide a well-reasoned assessment and make sure you support your assessment with background readings. Finally, compare and contrast between the concepts of ‘Customer Experience Management' and ‘Customer-centric' organizations.

Reference no: EM13735829

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