Customer Experience Management (CXM)

Customer Experience Management (CXM) refers to the strategies and processes that businesses use to track, analyze, and improve the interactions customers have with their brand across various touchpoints. This includes everything from marketing and sales to customer service. The goal of CXM is to enhance overall customer satisfaction, loyalty, and advocacy by understanding customer needs and preferences, tailoring services, and ensuring a positive experience throughout the customer journey. In essence, it’s about creating meaningful connections with customers that lead to long-term relationships.