Customer Experience Management (CEM)- Profitable Customer Experience

successful cem

Q. Who is responsible for CEM's success in the organization?
A. One of the key principles of CEM is the shift in responsibility from the headquarters to the branches and agents. If in the past companies determined their value proposition centrally and just instructed their staff to execute, today they must share the power and delegate responsibility to everyone who deals with customers. The days of placing helpless agents in front of the customer are over. Everyone is responsible.

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