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Five Things That Will Redefine Customer Experience in 2018

What is Customer Experience Management (CEM)? Google it and you’ll find various definitions that explain this currently-buzz worthy concept. We live in the age of the customer and it’s time to clarify what CEM truly means. Before I get into that, let’s define what CEM is not: collecting feedback, responding to feedback, or tracking your Net Promoter Score - none of these actions individually represent Customer Experience Management. In simple terms, CEM refers to the complete ideology and methodology that makes your…