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OpenText™ "What is Customer Experience Management (CEM)?"
There was a time when content almost entirely flowed one way – from enterprises to customers. Customers’ responses were effectively measured in sales and occasional surveys. But in today’s digital world, customers demand a two-way omnichannel customer experience.
They expect a customer experience that delights or they will go looking at your competitors. Customer Experience Management (CEM) software providess a comprehensive platform to improve customer experience, build sales and increase customer loyalty.
Gartner defines Customer Experience Management as “the practice of designing and reacting to customer interactions to meet or exceed customer expectations and, thus, increase customer satisfaction, loyalty and advocacy.”
CEM is about listening to your customers and acting accordingly, taking full advantage of the digital engagement channels available. Delivering a successful omnichannel customer experience not only drives customer loyalty, it builds advocates that will promote your brand, helping to ensure your message reaches a wider audience.
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