Put simply, Customer experience management (CEM) is how a company manages every interaction between the brand and the customer across the entire Customer Journey.
Who is responsible for Customer Experience Management?
Whilst there can be specific roles within a company accountable for driving CEM initiatives, ultimately your performance will be judged by customers at the point of interaction.
Whether it’s your courier driver, receptionist, website, call centre employee, retail staff member etc.
The customer is only concerned with their experience.
To truly be successful, you need to have a customer-centric culture – to be truly obsessed with delivering a great customer experience.