Head of BA HSLU
Head of Institute HSLU
Senior Consultant Swisscom
Project Leadership HSLU
The Customer Centricity Score has been developed by Jan-Erik Baars, Andreas Brandenberg and Stephan Engl, who have created the maturity concept behind the CCScore for a pilot study at Swisscom and shaped it into a measurement tool. The resulting KPIs for customer centricity within organisations have been available to all organisations since January 2014.
On behalf of the HSLU, Prof. Dr. Dominik Georgi is responsible for conducting measurements.