Customer Experience Management (CXM)

Customer Experience Management (CXM) is a strategic direction organization take to meet their target customers' new everyday changing needs. It offers an innovative approach to assessing, creating, and evaluating all processes related to customer experiences through a holistic approach that involves the whole organization. This two-day workshop will explore the strategies and concepts of customer experience management.

1. Recognize and analyze the customer touch-points

2. Select the right business strategy for a customer-centric organization

3. Create compelling experiences along the whole process of and building the customer journey map

4. Use the organization customer-centric measurement tools, surveys, analytics, and interpretation

5. Evaluate the challenges and opportunities CXM offers to set the proper action plans