Information Technology

Gartner Glossary

Customer Experience Management (CXM)

Customer experience management (CXM) is the discipline of understanding customers and deploying strategic plans that enable crossfunctional efforts and customer-centric culture to improve satisfaction, loyalty and advocacy.

Learn how to implement CX to drive retention and growth as a tech CEO

Recommended Content for You

Are you trapped in the Customer Management Industrial Complex?

Are you trapped in the Customer Management Industrial Complex?

Read Now

CRM's Rearview Mirror Problem

CRM's Rearview Mirror Problem

Read Now

Can CRM Sometimes Try Too Hard?

Can CRM Sometimes Try Too Hard?

Read Now

What Can Year End Reviews Teach Us About CRM?

What Can Year End Reviews Teach Us About CRM?

Read Now

What The Pandemic Taught Us about CRM: The 3 V's. (Part 3)

What The Pandemic Taught Us about CRM: The 3 V's. (Part 3)

Read Now

What The Pandemic Taught Us about CRM: The 3 V's. (Part 2)

What The Pandemic Taught Us about CRM: The 3 V's. (Part 2)

Read Now

Experience Information Technology conferences

Join your peers for the unveiling of the latest insights at Gartner conferences.

View Conferences

Gartner Webinars

Expert insights and strategies to address your priorities and solve your most pressing challenges.

Related Terms

Customer Communications Management (CCM)

Customer Engagement Center (CEC)

Customer Experience

Voice of the Customer (VoC)

Customer Communications Management (CCM)

Customer Engagement Center (CEC)

Customer Experience

Voice of the Customer (VoC)

Sign up for the latest insights, delivered right to your inbox

Work Email

Person Type

By clicking the "Continue" button, you are agreeing to the Gartner Terms of Use and Privacy Policy.

Contact Information

All fields are required.

First Name Last Name Person Type

Company Name Country

By clicking the "Submit" button, you are agreeing to the Gartner Terms of Use and Privacy Policy.