Customer experience transformation
 | This April 2010 may document a neologism or protologism in such a manner as to promote it. |
Customer experience transformation (CxT) is a strategy that uses business process management to enhance customer service experience from any customer touchpoint.
The objective is to provide companies and their customer service organizations with the tools needed to move customers from satisfied to loyal, and then to avid brand advocates.
Customer relationship management vs. customer experience transformation:
| Strategy | Focus area | Description |
|---|---|---|
| CRM | Enterprise focused, inside-out | Designed to focus on product, price, and enterprise process with minimal customer need and desires driving the initiative. |
| CxT | Customer focused, outside-in | Uses BPM technology to transform the operations and processes of the business around the needs of individual customers, delivering high value and memorable experiences. |
See also
- Business process management (BPM)
- Customer relationship management (CRM)
- Customer service
- Customer experience
References
- Gerber, R (2008). "Six Best Practices for Delivering a Successful Customer Experience Transformation Project", DM Review.
- Pine, J and Gilmore, J (1999). "The Experience Economy", Harvard Business School Press.
- Schmitt, B (2003) "Customer Experience Management", The Free Press.
- Temkin, B (2010). "Customer Experience Matters", Wordpress.