Demystifying Customer Experience Management Customer experience management (CEM) is a complex correlation of metrics that includes operational measures, quality of service (QOS) measurements and emotional dimensions relating to customer expectations, the nuances of which are not easily captured in operational statistics or measurements. It takes into account all the facets of the interaction between the service provider and the customer. CEM involves every customer touch point across sales, customer care, billing, collections, provisioning and assurance, providing consistency and transparency across all possible customer interactions.

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A Customer-Focused Service Assurance Strategy Is the Need of the
Hour
Published on May 2009
Report Summary
Demystifying Customer Experience Management
Customer experience management (CEM) is a complex correlation of metrics that includes operational measures, quality of service
(QOS) measurements and emotional dimensions relating to customer expectations, the nuances of which are not easily captured in
operational statistics or measurements. It takes into account all the facets of the interaction between the service provider and the
customer. CEM involves every customer touch point across sales, customer care, billing, collections, provisioning and assurance,
providing consistency and transparency across all possible customer interactions.
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