CXM (Customer Experience Management)

Customer Experience Management (CXM) is the strategic approach businesses use to understand, improve, and personalize how customers interact with their brand across all touchpoints. It involves gathering insights from customer feedback, behavior, and preferences to create seamless, positive experiences—whether online, in-store, or through customer service. The goal is to build stronger relationships, increase satisfaction, loyalty, and advocacy by consistently delivering relevant, efficient, and enjoyable interactions tailored to each customer. Essentially, CXM is about making sure customers feel valued and understood at every stage of their journey with a company.