Customer Experience Management

Customer Experience Management (CEM) is the collection of processes a company uses to track, oversee and organize every interaction between a customer and the organization throughout the customer lifecycle. CEM omni-channel or multi-channel systems are designed to help interact with the customer on their terms while increasing resolution, ordering and service speed, improved relations including one-on-one and within social media broadcasting. CEM platforms typically have at a minimum, a well-orchestrated and tightly integrated CRM, Case Management system, online portals for customer to organization exchanges, integrated IVR phone and chat systems.