Customer Experience (CX) is a customer’s perception of their rational, physical, emotional, subconscious and psychological interaction with any part of an organization. This perception affects customer behaviors and builds memories which drive customer loyalty and affects the economic value an organization generates. A good Customer Experience means that the individual’s experience during all points of contact matches the individual’s expectations.
Customer Experience Management (CXM or CEM) is the process that companies use to oversee and track all interactions with a customer during their relationship. This involves the strategy of building around the needs of individual customers.
- Customer Experience Strategy and Design
- Marketing and Sales
- Customer Service and Engagement
- Pricing and Profitability
- Customer Analytics