CSE is the industry expert in Customer Experience Management (CEM). So get ready: class has begun.
What is CEM?
Many professionals use the terms "customer experience" and "customer service" interchangeably. And unfortunately, so do many organizations. Customer service—the transactional relationship a company has with consumers—is important, but it's just part of a larger customer experience conversation that includes everything from internal and external marketing efforts to the interaction customers have with the products themselves. It encompasses every customer touch point—and all the efforts that go into supporting them.
We approach CEM through our eC²® model, which addresses the entire lifecycle of the customer-company relationship. We work with organizations to enhance and support the service culture holistically. We rigorously assess the service principles of company leadership, corporate processes, learning & development, and communication channels to create the best solution for improving the customer experience—and the bottom line.