The concept of ‘A Moment of Truth’ remains as true today as it did when Jan Carlzon first implemented at Scandinavian Airlines (SAS Group) in the 1980’s. The concept of ‘A Moment of Truth’ refers to any time a customer comes into contact with a business, however remote, they have an opportunity to form an …
Customer experience management (CEM) is the collection of processes a company uses to track, oversee and organize every interaction between a customer and the organization throughout the customer lifecycle. So is Customer Experience Management (CEM) just a new term used to sell re-packaged Customer Relationship Management (CRM) software? WHAT IS Customer Experience Management and how …
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