Customer Experience Management (CEM)
Gartner defines customer experience management (CEM) as “the practice of designing and reacting to customer interactions to meet or exceed customer expectations and, thus, increase customer satisfaction, loyalty and advocacy.” It is a strategy that requires process change and many technologies to accomplish.
- Five Innovation Tips to Improve the Customer Experience
- In Customer Experience, “Last Best” Shapes Expectations
- Key Customer Experience Foundations for Marketing Leaders
…plus, this Gartner Event: Customer Strategies and Technologies Summit