Create, Measure, Manage, and Enhance Customer Experience and Satisfaction
The Customer Experience Management phrase is commonly used and often confused with the quality of work that customer service staff performs when interacting with customers. Many organizations large and small still believe that training their customer service staff to be more friendly and service-minded fully addresses the issue.In fact, Customer Experience Management, abbreviated CEM or CXM, are the strategies, policies, and processes a company applies to design and deliver customer-centric interactions between customers and their organization. While managed customer experience has become the new battleground for many businesses, others are still lagging behind, possibly underestimating its relevance and importance.
