Gartner Research

The Definition of Customer Experience Management

Published: 07 August 2009

ID: G00169354

Analyst(s): Gareth Herschel , Ed Thompson


Customer experience management depends on the definition of customer experience, which, in turn, depends on the definition of experience. Those striving to improve the customer experience need to be clear about these definitions to avoid a lack of focus and oversight, and duplication of effort.

Table Of Contents
  • Overview
  • The Definition of Experience
  • The Gartner Definition of Customer Experience
  • The Gartner Definition of CEM

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