Before we move on to talk about CXM tools and challenges, let’s take a step back.

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Customer experience management, we said, was born to design, organize and guide the customer experience. On the other hand, customer experience, it is now established, represents one of the most paraguay whatsapp resource important factors that a company - any company - must consider. Neglecting it or underestimating its impact is a very risky behavior that can hinder the growth of an organization or even damage it. But what is meant by customer experience?

At the heart of customer experience management: what is customer experience?
Customer experience is the result, never definitive, of the set of interactions that a person has with a brand during the purchasing process (and also includes those interactions that occur after the purchase).

Until the spread of the Internet, a customer's experience was determined exclusively by contacts that took place in the store or was mediated by direct communications, for example by telephone. Today, the customer experience includes all interactions with customers, offline and online, from the first contact to loyalty . The customer experience cannot be traced back to a single form or a single, immutable flow: customer experiences will continue to change in the future because they are shaped by a set of factors that instead vary over time. Among these factors, a leading role is certainly played by technologies and interaction models .