What is Customer Experience Management (CEM)?

Customer experience (CX) refers to how customers perceive a business based on their various interactions with it. These interactions may take various forms, including online purchases, viewing the company's Instagram posts, seeing TV ads, or chatting with customer service. Customer experience management (CEM) is the process of designing, managing, monitoring and refining all those touchpoints so they are consistent with each other and provide customers with an optimized experience.

Savvy businesses recognize the value of delivering an exceptional customer experience, which can lead to higher revenue and loyalty, and lower churn. These businesses also realize it's not going to happen accidentally, which is why the discipline of customer experience management (CEM) exists. The customer experience management (CEM) team has the complex task of aligning multiple departments responsible for multiple touchpoints on a unified vision of the brand's customer experience.

What tools are used to facilitate customer experience management (CEM)?

Customer experience management (CEM) professionals rely on data driven analysis to understand their customers and their expectations, therefore they rely on powerful and insightful analytics tools. They use techniques such as customer journey maps to understand the strengths and weaknesses of their touchpoints, as well as to design the future vision. Ongoing monitoring is a critical component of customer experience management (CEM), and that can be facilitated by tools such as customer satisfaction and customer effort surveys. Automation has enhanced the customer experience management (CEM) process and enabled businesses to adapt quickly to issues or changing expectations.

How NICE can help

NICE CXone is the market leading call center software in use by thousands of customers of all sizes around the world. Our analytics and customer survey solutions support effective customer experience management (CEM) efforts. CXone is a cloud native, unified suite of applications designed to help a company holistically run its call (or contact) center operations. CXone includes:

Workforce Optimization – unlocks the potential of your team by inspiring employees' self-improvement, amplifying quality management efforts to enhance customer experience and reducing labor waste. These solutions include workforce management (WFM), quality management (QM), recording and performance management (PM).

Analytics – turns insights into results by making data relevant, easy to consume and actionable to drive measurable improvements and understand the omnichannel experience customers receive. These solutions include interaction analytics, customer surveys, reporting and performance management.

Automation & Artificial Intelligence (AI) – leading-edge, intuitive technology that eliminates mundane tasks and speeds resolutions of customer issues for better business outcomes. It provides self-service, agent-assisted and fully automated alerts and actions.

CXone also includes pre-defined CRM integrations and UCaaS integrations with most leading solutions on the market. These integrations provide a holistic call center software solution capable of elevating customer experiences for companies of all sizes.