The Quebec Quality Movement is pleased to share a call for participation from its partner, Interface&co, as part of a Canada-wide research project conducted in collaboration with the University of Sherbrooke and Mitacs.
This research project, conducted as part of a doctoral dissertation in business administration, aims to better understand how an organization’s various stakeholders—customers, managers, and employees—evaluate the performance and value of customer experience management practices, also known as CXM.
About the Project
The project, approved by the Research Ethics Committee of the Faculty of Arts and Humanities at the University of Sherbrooke, focuses on customer experience management practices within Canadian B2C organizations.
The goal is to gather different perspectives in order to better understand how these practices are perceived, measured, and valued within organizations.
Organizations Sought
We are looking for Canadian B2C companies with at least 20 employees from various industries.
We are seeking participants who hold a role related to customer experience management within their organization, such as:
* Director of Customer Experience;
* Director of Client Relations;
* Director of Customer Loyalty;
* Customer Experience Manager or any other equivalent role.
Expected Participation
Organizations’ participation consists of three components:
1. A 60-minute one-on-one video conference interview via Teams with the person responsible for managing the customer experience;
2. Providing the contact information for 5 employees, 5 senior executives, and 5 customers of the organization, to enable the research team to conduct individual interviews of approximately 30 minutes with 2 people per group;
3. Access to certain internal documents relevant to the analysis of the performance of customer experience management practices, such as internal reports, dashboards, CX roadmaps, or customer journeys.
How to Participate
Les organisations qui souhaitent contribuer à ce projet de recherche peuvent signifier leur intérêt en remplissant le formulaire prévu à cet effet :
https://forms.office.com/r/EsPXhd0We3
Questions
If you have any questions about the project, please contact the principal investigator, Stephanie Ouellet, at the following email address: stephanie.ouellet.6@USherbrooke.ca
The MQQ invites eligible organizations to consider this opportunity to contribute to advancing knowledge about customer experience management and value creation for various stakeholders.
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