I am interested in know how Customer experience Management is different that customer relationship management. What is the future trends we could see in customer experience?
Customer experience is personalized and contextualized, i.e., each customer may have different feelings and reactions to the same experience at different times, places and scenarios. Many organizations consider customer experience management (CEM) to be an upgraded version of customer relationship management (CRM).
And in the future, organizations will need to create more customer experiences to create more unique value for their customers. In this perspective, adopting new, human-like, or anthropomorphic technologies and integrating them into an organization's marketing activities may become the trend of customer experience management. I hope my thoughts help you.
The future of Customer Experience Management will be characterized by technological innovation, personalization, a holistic approach, and a deep commitment to ethical and responsible practices. It will continue to play a vital role in building customer loyalty and driving business success.