THE IMPORTANCE OF CUSTOMER EXPERIENCE MANAGEMENT WORLD

Customer Experience Management is becoming increasingly more important as consumer expectations rise. According to CMO.com’s interview with Amit Ahuja, the VP of ecosystem development at Adobe, brands have an opportunity every day to gain, retain or lose a customer. Every interaction a brand has with a customer alters their loyalty. Being able to deliver a meaningful experience to the consumer requires a comprehensive and current understanding of each consumer. As technology continues to increase the number of ways a customer can interact with a brand, it is vital to maintain a real-time customer experience management profile to assure that each interaction is providing the customer with a relevant, personalized experience.