Customer experience management (CEM) focuses a business's operations and processes around individual customer needs. The goal of CEM is to optimize interactions from the customer's perspective to foster loyalty. CEM differs from customer relationship management (CRM) in that CEM considers the entire experience a customer has with a company, not just interactions. Strong customer experiences are necessary to achieve an organization's goal of developing leadership through experiences.

1. Customer
Experience
Management

2. WHAT?
Customer experience management is a strategy that focuses the operations and
processes of a business around the needs of the individual customer
The goal of CEM is to optimize interactions from the customers
perspective and as a result, foster customer loyalty.

4. VALUE

5. CEM VS. CRM

6. …BECAUSE THE PURPOSE OF THIS ORGANISATION IS TO DEVELOP
LEADERSHIP.
It is through the experience itself, that we
reach the organizations goal.

7. WITHOUT STRONG EXPERIENCES, WHAT
ARE WE DOING?

8. WHY?
WHO?
Members
Exchange
Participants
TN Takers
Partners
Members
Exchange
Participants

9. CEM and

10. Country
Partnerships
Clear Goals
& Objectives
Supply &
Demand
Management
Exchange
Process
Management
Global
Information
System
Policy
Changes
National
Projects
…
Massive &
Ongoing HR
Recruitment
Customer
Experienc
e
Strategie
s
12/13
What made us
evolve since
1948?
WHAT WILL MAKE US
EVOLVE TO 600,000
UNIQUE
EXPERIENCES?

11. OUR OPERATIONS
Raise Match Realize

13. Net
Promoter
Score
Cases Closed / Cases
Open
Response Rate % of Promoters

14. WHAT DO WE IMPLEMENT?