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Guide to customer experience management best practices, technologies

Last updated:November 2018

Editor's note

Customer experience management (CEM) is a growing part of customer relationship management, fueled by new technologies (e.g., tablets and smartphones) and the influx of social media, such as Twitter and Facebook. Glowing praise or scathing reviews are instantly viewed by millions of consumers, and companies have taken note.

This guide consists of articles that shed light on the new technologies shaping CEM today and offers advice on strategies and best practices organizations can use to optimize customer relations, increase profit and keep up with their consumers.

1Making the most of technologies and employees

Technology is important, but it's not much use without strategies on how and when to use it while managing customer relationships. This section has articles that describe how businesses are serving their customers by investing in their employees.

2Best practices for customer experience management

This section includes best practices for organizations to follow when managing the customer experience. The articles include both success stories and stumbles of businesses that employ CEM.

3Terms related to CEM

This section contains common terms associated with customer experience management.

4How much do you know about customer experience management best practices?

Take this short quiz to see how much you've learned about customer experience management.