Customer Experience is the cumulative perception of past, current, and prospective customers of a company, product, or service from the entirety of their observations, encounters, interactions, and transactions
What is Customer Experience Management?
Customer Experience Management, abbreviated CEM, CXM, or CX, are the strategies, policies, and processes a company applies to design and deliver customer-centric interactions between customers and an organization
Do we need Customer Experience Management in addition to our existing customer service?
Customer Experience is a phrase commonly used and often confused with the quality of work that customer service staff performs when interacting with customers. Please see above Customer Experience Definition and our Customer Experience Management page for additional information
What are the features of your Customer Experience Management services?
Our customer experience management services are interdisciplinary and therefore rather a combination of integrated services than a standalone service. Services typically involved are Market & Customer Research & Analysis, Competitive Benchmarking, and Strategic Planning as well as implementation support services, such as Design, Training, Marketing, CRM Integration, etc.
What do your Customer Experience Management services cost?
This is difficult to say without detailed information of your business and industry as well as a careful review of your needs and requirements. We offer different service levels from advisory to collaborative
How long will it take to design and implement managed customer experience?
This will strongly depend on your industry, current situation, needs, and requirements. It’s certainly not a small effort. Even after implementation, there should be ongoing measurement and periodic performance reviews