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Technologies and Tools in Support of the Customer Experience Management Process: A Literature Review

Authors:
Marie-Noëlle Forget
Pierre Hadaya
Éric Blanchet

Keywords: customer experience management; tools; technologies; literature review

Abstract:
There is a trend in organizations to go beyond Customer Relationship Management (CRM) and consider Customer Experience Management (CEM). While CRM software tools are widespread, CEM software tools are more recent and not as refined. Most existing CEM software tools focus on collecting and analyzing feedback from customers. However, the CEM process encompasses several other activities, such as designing the desired customer experience. This paper reviews the literature to synthesize what technologies and tools can assist managers in each activity of the CEM process.

Pages: 18 to 23

Copyright: Copyright (c) IARIA, 2023

Publication date: June 26, 2023

Published in: conference

ISSN: 2308-4391

ISBN: 978-1-68558-051-3

Location: Nice, France

Dates: from June 26, 2023 to June 30, 2023