Customer Experience Management (CEM)
Gartner defines Customer Experience Management (CEM) as “the practice of designing and reacting to customer interactions to meet or exceed customer expectations and, thus, increase customer satisfaction, loyalty and advocacy.”[1]
- ↑ Definition - What is Customer Experience Management (CEM)? https://www.gartner.com/en/information-technology/glossary/customer-experience-management-cem Gartner]