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Glossary

Customer Experience Management (CEM)

TTEC | Glossary | Customer Experience Management (CEM)

What is Customer Experience Management (CEM)?

Customer Experience Management (CEM or CXM) is a strategy hyper-focused on designing brand experiences to meet or exceed customer expectations to ultimately improve customer satisfaction, loyalty, and advocacy.

If you don't have a Customer Experience Management strategy in place, it's difficult to ensure the entire experience a customer has with your brand is positive (or negative). You must focus on your customers' needs so you can adapt quicky when their needs change.

TTEC's contact center software solutions help organizations manage CX better by providing a single, all-encompassing view of its customers -- helping them truly know and understand each customer's unique journey. Armed with this knowledge, we believe our clients can build meaningful, lifelong customers relationships that bring about proactive brand advocates. 

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