1. Customer Experience Management - CEM / CXM
"Customer Experience Management or CXM is (more than CEM,
which I see as a more technological forerunner) a bundling of (new)
'social' activities, such as Web content management, which now
more and more uses user (customer) generated content; content
which can be personalised according to a visiting customer's profile;
a platform where a company more than the past selling now operates
from a more customer supporting role - supporting the customer in
his or her journey by delivering the right added value.
Social technologies enable to enhance the customer experience here
.. and analytic technologies not only embrace the reflective
perspective: they also can inform about future opportunities."