How is Customer Experience Management Different From CX?

Customer Experience Management (CXM) is how we go from thinking customer experience is “nice to have” to act on it like what it is: a mindset, a strategy, and a business discipline.

In this video I define CXM and the four key elements CXM requires.

Resources Mentioned:
👉 Related Article: bit.ly/cxm-defined
👉 Get a year of FREE CX workbooks, guides, templates, checklists, & more: YearofCX.com

Jump to Topics:
0:00 Welcome
1:13 CX vs CXM
2:47 What is CXM?
3:16 Four Key Elements of CXM
5:16 1: CX Strategy
8:00 2: Technology & Tools
10:35 3: Governance & Discipline
12:44 4: Iterative Design
14:05 Recap & Final Thoughts