Why You Should Use Customer Experience Management?

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CEM is “the practice of designing and reacting to customer interactions to meet or exceed customer expectations, and, thus, increase customer satisfaction, loyalty and advocacy. It is a strategy that requires process change and many technologies to accomplish”.

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Why You Should Use Customer Experience Management?

I gave the closing keynote to Enterprise Digital Summit Paris 2016 earlier this month to explore today's building blocks in creating a truly digital organization. People are the most important building block, but after that it's the key components of digital workplace, digital business, and the transformation it takes to get there. Lastly, we need a platform for change at scale. I increasingly believe that is online communities of change agents.

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