Patent ID: 8527310

Claim:
An apparatus for evaluating customer experience management for a customer of a service provider, comprising: a processor and a memory communicatively connected to the processor, wherein the processor is configured to: identify a plurality of service provider capabilities of the service provider, wherein the service provider capabilities are associated with a lifecycle of a relationship between the customer and the service provider; wherein the lifecycle comprises a service provider lifecycle portion having a plurality of service provider categories associated therewith and a customer lifecycle portion having a plurality of customer categories associated therewith; wherein the service provider categories have a plurality of service provider capabilities associated therewith and the customer categories have a plurality of customer experience touchpoints associated therewith; wherein the service provider capabilities are identified based on a mapping of the customer experience touchpoints to the service provider capabilities; wherein, for at least one of the plurality of service provider capabilities, the service provider capability has associated therewith an indication as to whether the service provider capability directly or indirectly impacts at least one of the customer experience touchpoints; determine aggregate performance score information comprising a plurality of capability performance scores associated with the respective plurality of service provider capabilities of the service provider; and generate customer experience management analysis results using at least a portion of the aggregate performance score information.