Home // International Journal On Advances in Systems and Measurements, volume 17, numbers 1 and 2, 2024 // View article

Mapping Technologies and Tools to the Activities of the Customer Experience Management Process

Authors:
Marie-Noëlle Forget
Pierre Hadaya

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

Abstract:
While good Customer Experience Management (CEM) is said to give organizations a competitive advantage, we still lack some guidance in how to optimize CEM, especially from a technological standpoint. Indeed, despite the many CEM technologies and tools discussed in the literature, none can support the CEM process from beginning to end. Moreover, we do not know how to integrate the many CEM technologies and tools to allow for seamless management of the customer experience. This paper identifies 52 CEM technologies and tools and maps them to each activity of the CEM process in which they can be used. It also proposes four preliminary integration guidelines that can help organizations in their integration efforts.

Pages: 12 to 24

Copyright: Copyright (c) to authors, 2024. Used with permission.

Publication date: June 30, 2024

Published in: journal

ISSN: 1942-261x