Customer Experience DEFINITIONS
Customer Experience (CX) includes every interaction — real or perceived — a customer has in the lifecycle of the customer journey.
Customer Experience Management (CXM) is a journey where leadership commits to understanding the customer through a comprehensive strategy including: governance and culture; organizational discipline in methodology, processes design and measurement; and managing the complex array of elements tracking cross-channel interactions and transactions with the company’s products and services, from: organizing and coordinating business models, to technology integration, and brand management tools that facilitate and enable the journey.
Customer Experience Systems (CXS) supports service providers’ transformational re-orientation from the transactional, commoditized, price differentiated products and services support model to integrated business and operational support systems (BSS/OSS) model integrating multiple platform capabilities enabling the mandate of providing the end-to-end focus on delivering the personalized, rewarding customer experience driving today’s market.
Customer Experience Transformation (CxT) is a customer-focused (outside-in) systems approach integrating Customer Experience Systems (CXS) and Business Process Management (BPM) technology and tools transforming the operations and processes of the business delivering high value and memorable experiences around the wants and needs of individual customers.