More and more in the past 20 years, companies have asked "What is it like to be our customer?" and "What should it be like?" Closing the gap between these two is how we think of customer experience management. How does this differ from "user experience management"? According to Allen Pennington, what are the tools available to the customer experience manager to increase customer value, and what should an executive do to start a customer experience push?

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The Answer of More and more in the past 20 years, companies have asked "What is it like to be our customer?" and "What should it be like?" Closing the gap between these two is how we think of customer experience management. How does this differ from "user experience management"? According to Allen Pennington, what are the tools available to the customer experience manager to increase customer value, and what should an executive do to start a customer experience push?

More and More in the Past 20 Years, Companies Have