What is Customer Experience Management – Baseline Definitions

I get these questions a lot, so sharing here in case you find this helpful…

What is Customer Experience Management?
(with some good industry definitions)…

 

‘Experience’
The sum of total conscious events.
~ Oxford Dictionary

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‘Customer Experience’
“The customers perceptions and related feelings caused by the one-off and cumulative effect of interactions with a supplier’s employees, channels, systems or products”.
~ Gartner

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‘Customer Experience Management’
The practice of designing and reacting to customer interactions to meet customer expectations and thus, increase customer satisfaction, loyalty and advocacy.
~ Gartner

 

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