Customer experience management (CXM) has become a new and pressing topic of discussion for CMOs across the globe – regardless of industry.
CXM is all about ensuring that a business offers a great service to the customer across its different touchpoints.
It may therefore sound obvious to state CXM must be audience or user-led, but surprisingly many businesses still believe they’ve got a handle on it by relying on their own viewpoints and opinions only.
https://econsultancy.com/10-ways-build-cxm-strategy-customer-experience/
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