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Customer Experience Management India 2021
What is consumer experience management?
Customer experience management (CXM) is the management of customer interactions through each physical and digital touchpoint in order to deliver personalized experiences that drive brand loyalty and increase revenue, according to David Clarke, global chief experience officer at PwC
How do you audit your customer experience?
Steps to a CX Audit
Formerly Document The Customer Lifecycle. …
Identify Customer Touch Points Across the Lifecycle. …
Gauge The Influence of Each Touchpoint On The Customer Experience. …
Cross Reference Customer Satisfaction Ratings with Customer Value Ratings. …
Benchmark Score and Audit Regularly.
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What is a customer experience management company?
Customer experience management (CEM or CXM) 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.
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