Customer Experience Management (CEM)

Definition of Customer Experience Management (CEM)

The process of managing and optimizing every interaction a customer has with a company.

Explanation of Customer Experience Management (CEM)

Customer Experience Management (CEM) is the practice of overseeing and optimizing every interaction a customer has with a business throughout their entire journey. This involves understanding customer needs, preferences, and expectations to create positive and memorable experiences. CEM encompasses various aspects, such as product design, customer service, marketing, and user interface design. By focusing on CEM, businesses aim to enhance customer satisfaction, loyalty, and advocacy. Tools and techniques used in CEM include customer feedback surveys, journey mapping, and data analytics. Effective CEM requires a customer-centric approach and continuous improvement to meet evolving customer expectations and deliver exceptional experiences.

This dictionary entry was written by

Per-Gulbrand Peter Braathen

With a foundation in doctoral-level research, Per-Gulbrand Peter Braathen is a seasoned expert in the areas of marketing, branding and communication. His proficiency extends to marketing management, branding and communication strategy. Braathen's experience is underscored by his rich background from various industries, including entertainment. A distinguished alumnus of the USC Marshall School of Business, Braathen boasts a Master of Science in Marketing, complemented by a Graduate Certificate in the Business of Entertainment from the USC School of Cinematic Arts as well as two undergraduate Bachelor degrees from the esteemed University of Southern California.