What’s the difference? customer experience management (CEM), but not customer experience assurance (CEA)
Customer experience management (CEM or CXM) is the process that companies use to oversee and track all interactions with a customer during the duration of their relationship. This involves the strategy of building around the needs of individual customers.[1] According to Jeananne Rae, companies are realizing that «building great consumer experiences is a complex enterprise, […]