Customer experience management (CEM) is in danger of being “misunderstood into extinction,” maintains Steven Walden, senior head of research and consulting for Beyond Philosophy.
Walden bases his conclusion on a just-completed global survey conducted by the CEM consulting and research firm. The research, done between June and September, included 53 in-depth interviews with CE executives/industry experts and analysis of 8,000 CE executives (including 500 in the U.S.) from 2,106 “CE-active” companies across 239....