Introduction to Customer Experience Management

Customer Experience Management (CXM) is rapidly becoming an important evidence-based initiative for most companies when trying to improve their relationship marketing programs. Students learn a strategic, holistic and structured approach to planning, designing and deploying CXM solutions that harness the power of integrated multi-channel marketing. Emphasis is on presenting a variety of factors that drive successful partnering relationships, and in turn, lead to higher customer satisfaction, increased loyalty and public trust. Through a variety of practical activities, students are exposed to strategic, organizational, informational, operational and financial perspectives as they apply to building successful business relationships.