Customer experience management
Customer experience management (CEM) is key in building brand preference, increasing revenues and improving customer loyalty
Competing in today’s marketplace is highly reliant on removing friction and minimizing the effort for customers. Their expectations are for personalized experiences and a differentiated experience from your competition. Developing an understanding of their customer journey and related experiences is now a critical business function.
While every touchpoint and interaction a customer has with your brand may be well documented, many organizations lack a strategy or support structure to manage and constantly monitor their customers’ experiences.
CEM is a practice that evaluates a customer’s experience, and the technology behind it, in real time. Shifting from CX to CEM will provide you not only with strategies and insight to understand events as they occur, but also the tools to monitor the experience over time.
Our Customer Experience Management (CEM) offering is focused on helping organizations build the disciplines, organizational mindset, day-to-day process, and supporting technologies to actively manage the experiences they create as they engage with their customers.