IT Glossary



Customer Experience Management (CEM)

Customer Experience ManagementGartner 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.


Also see:

…plus, this Gartner Event: Customer Strategies and Technologies Summit

Summary
Article Name
Customer Experience Management
Gartner, Inc.
Description
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."

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