What is Customer Experience Management (CEM)?
Customer experience management (CEM) refers to the designing and management of a system for engaging with customers in a way that their expectation is satisfactorily met and affirms the wisdom of their choice.
Until recently, customer-facing functions - marketing, sales, customer service - worked under their own customer experience management mandates. Today, with lines between customer service, sales, and marketing blurring, no customer-facing function can afford to work in silos. The new CX mandate demands a tightly unified ecosystem for managing customer expectations as they move through functions. This way, you always know the context in which your customer’s problems and solutions live.
As a team, to go from customer experience laggards to power adopters, it is critical to work with a platform that offers a 360-view of a customer’s journey, mapped along with relevant transactional data to help paint a clear picture of a customer context and service their needs best.