CEX Best Practices from Fortune 500 Communications Providers

eTouchPoint conducted a research study of industry and client best practices to identify the process and behavioral components of successful CEM programs. Our research focused on Fortune 500 communications providers in the United States and Canada. Our approach used a combination of interviews, research, and empirical evidence to identify the components common to thosecompanies that use CEM programs to consistently “move their needle” and achieve leading scores in the eTouchPoint Industry Benchmarking index.