Customer Experience Management (CEM)

Customer Experience Management (CEM) refers to the process of strategically designing, implementing, and monitoring the interactions between a company and its customers across all touchpoints throughout the customer journey. CEM aims to optimize every aspect of the customer experience, from initial awareness and discovery to post-purchase support and advocacy, with the goal of maximizing customer satisfaction, loyalty, and advocacy. It involves understanding customer needs and preferences, collecting feedback, and continuously improving products, services, and processes to deliver exceptional experiences.