Today´s customer journey includes interactions and touchpoints through many channels, such as website purchases, phone calls and live chat, plus social media, text and other emerging communication media. With more communication and sales channels comes greater complexity and there is no guarantee that the customer will have positive experiences with your brand and service at every touchpoint.
The Customer Experience Management (CEM) aims to systematically create and manage positive customer experiences across all the customer's points of contact, to achieve a long-term and sustainable loyalty and to ensure differentiation from the competition.
New customer experiences: Vehicle recommendation based on Brainwave
Analysis in a digital Pop-up Store
Guideline and quality standards for Customer Experiences in European car dealerships