Date Added: Jan 2010
The customer experience is finally being recognized for its business significance. This is an evolutionary step beyond looking at business or customer analytics (also a 2005 top hot pick) being used to establish a personalized experience. CEM looks at the gamut of emotional and rational characteristics that are necessary to enrich the single customer or segment's experience. The purpose is not just to provide good products and services; that is no longer a real differentiator. It also takes into account much more than buying habits and optimal offerings. It is a look at the complex matrix of sensate experiences that a customer needs, not to be somewhat satisfied, but to become a brand advocate.