Customer Experience Management

Starting point of customer experience management (short: CEM) is that the customer is always the center of attention. This means that all actions and actions of the company are aligned with the customer or his wishes, needs, requirements and preferences. The aim of Customer Experience Management is therefore to provide the customer with the most positive experience possible at every point of contact with the company.

Why this is interesting for a Chief Digital Officer (CDO)?
Usability is a very important product feature in the digital world. Often it is the USP, like the iPhone. That's why the idea of thinking from the design point of view is keyword: Design Thinking. For this reason Scrum is important for Chief Digital Officer (CDO) to know.

See also (glossary Usability):

• Usability
• Customer Experience (CX)
• Customer Experience Managment (CEM)
• Customer Relationship Managment (CRM)
• Digital User Experience (DX)
• Graphical User Interface (GUI)
• User-centered design
• User Experience (UX)
• User Interface (UI)

External Links:

• TechTarget: What is Customer Experience Management
• Econsultancy: What is customer experience management (CEM) and why should you be focusing on it?

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