Skill
Customer Experience Management
Marketing and Social Media
Customer Experience Management (CEM) is the organizational discipline of strategically overseeing and optimizing all customer interactions to ensure they align with brand promises and business goals. CX directors and cross-functional teams use dedicated software platforms to collect feedback, monitor journeys, and coordinate improvements across departments like marketing, sales, and support. It differs from simply measuring CX in that it involves active governance and accountability for experience outcomes.
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