Ipsos Encyclopedia - Customer Experience Management

​Customer Experience Management is the practice of actively, consistently, and comprehensively managing the perceptions customers have of experiences relating to an organisation.

Definition

​Customer Experience Management is the practice of actively, consistently, and comprehensively managing the perceptions customers have of experiences relating to an organisation.

Ipsos Point Of View:

Customer Experience Management, executed effectively and efficiently, is a powerful source of sustainable competitive differentiation and long-term financial success. While most leaders recognise the importance of Customer Experience Management, these same leaders often allow functional silos within their organisations to deliver disconnected, misaligned, and counterproductive experiences from the customer perspective. Implementing holistic customer experience management utilising the proven Engagement, Insight, Action, Embedment framework fights the tendency towards functional silo orientation and optimises the employee, customer, value chain to maximise results for all stakeholders.

Recommended readings:

  • The Practice of Management by Peter Drucker (1954)
  • Wallet Allocation Rule: Winning the Battle for Share by Alexander J. Buoye, Lerzan Aksoy, Luke Williams, and Timothy Keiningham (2015) NB Ipsos authored
  • Putting the Service Profit Chain to Work by James L. Heskett, Thomas O. Jones, Gary W. Loveman,. W. Earl Sasser, Jr., and Leonard A. Schlesinger (1994, Harvard Business Review)
  • The Customer Experience Professionals Association: www.cxpa.org

Customer Experience