CX Dictionary

What is Customer Experience Management (CEM)?

Customer Experience Management (CEM) is the process of following and managing the customer journey to create greater loyalty and brand advocacy. Successful customer experience management strategies require a strategy and a level of customer data that is typically collected through a customer experience management solution.

For long-term results, all aspects of the customer experience must be dissected. Listening to the voice of the customer is standard practice for businesses implementing customer experience management.  

Why Is Customer Experience Management (CEM) Important?

Customer Experience Management is an effective tactic to create engaging and personalized experiences. It has been recognized as a tool to aid customer service industries as it strengthens brand preference through unique experiences.