Customer Experience Management Strategy and Advice
Customer Experience Management (CXM)
In this video with 451 Research, Enterprise Software Research Manager, Martin Schneider, we debate Customer Experience Management strategy, including how to create CX strategy, how CX software fits in with other disruptive technologies such as cloud, SaaS, social media and mobile, who should champion this type of program, and why many organizations are creating C-level positions designed around the customer and CX, such as the Chief Customer Officer (CCO). We also examine how Customer Experience strategy is then supported with enabling technology, and why many enterprises are evaluating their technology stacks with an eye toward modernizing IT, and not replacing their IT investments.
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