{"id":57615,"date":"2026-04-20T15:45:52","date_gmt":"2026-04-20T15:45:52","guid":{"rendered":"https:\/\/digitionary.com\/glossary\/customer-experience-management\/"},"modified":"2026-04-20T17:36:40","modified_gmt":"2026-04-20T17:36:40","slug":"customer-experience-management","status":"publish","type":"glossary","link":"https:\/\/digitionary.com\/en\/glossary\/customer-experience-management\/","title":{"rendered":"Customer Experience Management"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">Customer Experience Management (CXM) is a practice aimed at improving the interaction between a company and its customers through marketing and management strategies. To optimize the customer experience, several measures are recommended: involving employees, ensuring transparency, maintaining a consistent customer experience, adequately training customer-facing staff, offering personalized experiences, monitoring consumers&#8217; emotional reactions, taking customer feedback and suggestions into account, adopting the consumer&#8217;s perspective, building a dedicated customer experience team, and planning the customer experience holistically.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The primary objective of customer experience management is to build customer loyalty and is an integral part of Customer Relationship Management (CRM). It also contributes to expanding the customer portfolio by attracting new customers through referrals. Responsibility for customer experience management can be assigned to a manager or director specifically dedicated to this role. For more information and concrete examples of this practice, it is possible to consult specialized sources in the field.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Customer Experience Management (CXM) is a practice aimed at improving the interaction between a company and its customers through marketing and management strategies. To optimize the customer experience, several measures are recommended: involving employees, ensuring transparency, maintaining a consistent customer experience, adequately training customer-facing staff, offering personalized experiences, monitoring consumers&#8217; emotional reactions, taking customer feedback [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"menu_order":0,"template":"","meta":{"wds_primary_glossary-categories":0,"footnotes":""},"glossary-categories":[93],"glossary-tags":[],"class_list":["post-57615","glossary","type-glossary","status-publish","hentry","glossary-categories-management-organization-hr"],"_links":{"self":[{"href":"https:\/\/digitionary.com\/en\/wp-json\/wp\/v2\/glossary\/57615","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/digitionary.com\/en\/wp-json\/wp\/v2\/glossary"}],"about":[{"href":"https:\/\/digitionary.com\/en\/wp-json\/wp\/v2\/types\/glossary"}],"author":[{"embeddable":true,"href":"https:\/\/digitionary.com\/en\/wp-json\/wp\/v2\/users\/1"}],"version-history":[{"count":0,"href":"https:\/\/digitionary.com\/en\/wp-json\/wp\/v2\/glossary\/57615\/revisions"}],"wp:attachment":[{"href":"https:\/\/digitionary.com\/en\/wp-json\/wp\/v2\/media?parent=57615"}],"wp:term":[{"taxonomy":"glossary-categories","embeddable":true,"href":"https:\/\/digitionary.com\/en\/wp-json\/wp\/v2\/glossary-categories?post=57615"},{"taxonomy":"glossary-tags","embeddable":true,"href":"https:\/\/digitionary.com\/en\/wp-json\/wp\/v2\/glossary-tags?post=57615"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}