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Customer Experience Management (CEM or CXM) refers to the processes and systems that manages and enhances the interaction between the customer and the organization throughout the lifecycle of the customer on continuous basis. Due to rise in number of access channels (like web, mobile, social media, etc), the complexity of CEM processes and systems have increased significantly. CEM solution of the organization is expected to provide ROADS experience to customer. ROADS stand for Real-time, On-demand, All-Online, DIY and Social.
CEM solution framework can consists of five areas namely Cx (Customer Experience) Strategy, Cx Insight, Cx Design, Cx Metrics & Measurement and Organization Adoption. This slide presentation explores the area of Cx Design.