The commissioner for this thesis is a Nordic limited liability company. The idea behind the thesis was the need for the commissioner to find suitable partners to develop their own business from the viewpoint of remote service providers. The co-operation should support the commissioner's strategic goal of being the market leader in customer satisfaction. The topic to be studied through this thesis was customer experience, customer experience management and developing customer experience management by using the benchmarking method.

The aim of the thesis is to provide a clear view of how customer experiences are led by the commissioner, to find suitable partners for cooperation and the development of customer experience management. Furthermore, another aim is to build concrete development proposals for improving the customer experience management of the commissioner related to remote services by comparing the activities with selected domestic and international comparison companies.

The theoretical background of this thesis is consisted by examining customer experience and customer experience management. Benchmarking was employed as a research method. In the development process, eight theme interviews were conducted, the staff survey was utilized and the Facebook comments of the customers were studied, to provide the current state of the commissioners customer experience management.

Based on the current status analysis, three targets for development were identified that led to look for relevant benchmarks. These include enhancing understanding of customer experience and the factors influencing it, developing know-how, setting goals and a right-hand instrument.

First Direct, Zappos and Tele Finland were chosen for the benchmark, with whom I think the co-operation is worth considering. The analysis of these three benchmarkspartners were conducted using so-called secondary data. Based on the comparison, three key factors were identified about the benchmarks customer experience management that the commissioner could utilize to develop their own customer experience management. Based on the current state analysis and the benchmarking of First Direct, Zappos and Tele Finland two development proposals were presented in this thesis. The development suggestions are two mutually supportive modeling, which are a value star and a customer-driven measurement toolkit.