What is Customer Experience Management (CEM or CXM)?

Customer experience management is all about keeping the customer happy -- but it takes a lot of work. Watch to learn more about CEM techniques and best practices.
Customer experience management, or CEM or CXM, is a collection of processes a company uses to organize and optimize every interaction between a customer and the business. The goal of CEM is to foster customer loyalty and in turn, drive business and revenue.
The key to a successful customer experience strategy are four critical steps: understanding your customer; creating a customer journey map; developing an emotional connection; and capturing customer feedback.
How does your organization engage in customer experience management? What’s the most important step of the process? Let us know what you think in the comments.
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CRM, CEM, and everything in between - Ajay Nambiar on Engati CX - th-cam.com/video/BYIIoX-ibF4/w-d-xo.html