Customer experience management is the concept of referring to the customer experience the moment an individual customer has walked into the store or logged on to a company website. It ends when they make their final purchase. This concept has taken the conventional consumer relationship management a level higher.

1. Significance of Customer Experience Management
Customer experience management is the concept of referring to the customer experience the moment an
individual customer has walked into the store or logged on to a company website. It ends when they make their
final purchase. This concept has taken the conventional consumer relationship management a level higher.
Customer experience management generally emphasizes on the processes and operations of the business
revolving around the actual requirements of the consumer. Its basic aim is to establish multiple ways to make the
consumers time with a given enterprise as productive as possible. Keeping this aspect in mind, a consumer is going
to have new experiences each time he/she interacts with the company and each experience being an exclusive
one. This is what makes customer experience management an essential tool in setting up a loyal consumer base.
In order to have a successful customer experience plan it is essential to convert the satisfied consumers into loyal
consumers and then finally advocates for an enterprise. This can be done by setting up an atmosphere where there
are only positive experiences across various channels. These multiple channels are the experiences that a
consumer has in a retail store, with help desks, online or even whilst a product is shipped or received. The internet
makes it possible for companies to extend out to their potential consumers globally and for attracting these
consumers the services and products provided by the company must be finished in a way that it results in
consumer satisfaction. Today service providers specializing in customer experience solutions offers high-end
customer service for their consumers, members and shoppers. These companies have introduced advanced
applications that have helped many retail brands to minimize their operations cost by almost 68 percent and
brought high revenue thereby enhancing intuitive customer experience scores.
The applications make use of consumer data instantly for maximizing revenues by identifying the high-value
shoppers across channels automatically and provide a seamless “concierge-style” support. By enhancing “sales-
through-support” experiences, these companies make service a revenue generation channel. For instance, they
streamline customer service for consumers who require a product to be working the apt way, irrespective of
asking for assistance over the phone, online or through live chat. Some of the applications are:
· Inventory Check
· Product Troubleshooting
· Returns & Exchanges
· Rewards Program
Each application is offered as a cloud-based service and comprises one or more channels, quick execution,
assistance with managed services and complete integration to back-end databases.
Related links: multi-channel experience, predictive chat