12 OF THE MOST FREQUENTLY ASKED QUESTIONS IN CX AND EXPERIENCE MANAGEMENT
- WHAT IS CUSTOMER EXPERIENCE?
- WHAT IS CUSTOMER EXPERIENCE MANAGEMENT?
- WHY IS CUSTOMER EXPERIENCE MANAGEMENT IMPORTANT FOR BUSINESS?
- HOW CAN I MEASURE CUSTOMER EXPERIENCE?
- WHAT ARE THE COMMON CHALLENGES BUSINESSES FACE WHEN IMPLEMENTING A CEM STRATEGY?
- HOW CAN I CREATE A CUSTOMER CENTRIC CULTURE?
- HOW DOES CUSTOMER EXPERIENCE MANAGEMENT DIFFER FROM CUSTOMER SERVICE?
- WHAT ROLE DOES TECHNOLOGY PLAY IN CEM?
- HOW CAN I CREATE A CUSTOMER JOURNEY MAP TO IMPROVE CX?
- WHAT IS THE DIFFERENCE BETWEEN CUSTOMER JOURNEY MAPPING & CUSTOMER JOURNEY MANAGEMENT?
- HOW DO WE JUSTIFY CUSTOMER EXPERIENCE MANAGEMENT TO THE ORGANISATION?
- WHAT ARE THE KEY COMPONENTS OF A CUSTOMER EXPERIENCE MANAGEMENT STRATEGY?
|
🥇 Enhance your customer experience career with an ACX Master qualification. |
|
Customer Experience Management (CEM or CXM) is a strategic and operations approach used most commonly as a competitive differentiator. It involves aligning every aspect of an organisation towards the delivery of customer needs and successful outcomes no matter how far removed the customer is perceived to be.
This includes:
- Customer journey – what the customer does, expects and feels.
- Customer Interactions.
- Supporting internal process.
- Associated team and hierarchy structures.
- Performance metrics.
- Digital capabilities.
- Vision, mission & strategy.
Typically, companies who engage in Customer Experience Management activities outperform those who do not.
