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CEMs vs. CRMs (And Why You Need Both)

PeopleMetrics

“Customer Experience Management (CEM) and Customer Relationship Management (CRM) are the same, right?”. While it may be true that at their core, both systems revolve around the key interactions a customer has with your brand, CRMs and CEMs serve distinctly different purposes and operate from two contrasting angles. System Harmony.

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Must-Have Customer Experience Management Skills for CX Professionals

Lumoa

The Next Generation of CEM Today, product and service changes are typically driven by interviewing key clients, running surveys, or hosting customer advisory meetings. The best type of voice of customer (VOC) feedback is unfiltered, real-time, represented across the customer journey, and measured across all data points and channels.

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A to Z Guide to Customer Experience Definitions and Terms (Updated)

Lumoa

According to Finance Digest , 95% of customer interactions will be managed with AI by 2025. Customer Experience Management Customer Experience Management (CEM, CXM) is tracking and understanding your customers’ experience, acting on that understanding, and closing the loop with the customer.