I have to say that I have never seen such a dramatic shift in the way service is delivered. For the first time ever, I see companies putting in way more time and effort to ensure that the people they employ have the best possible experience. This is a huge step forward and a huge change for us as a nation.
Service and customer experience (CX) has been a hot area for change for quite a while now. It’s true that we have a long way to go in terms of improving both, but when Amazon launched Mechanical Turk earlier this year, they did something that no other company has done. They showed how to use the technology to create a whole new set of practices, and this is only the beginning.
And what Amazon is doing has a lot of potential to change the entire CX industry. The most obvious outcome is that this will improve the customer experience for every person who works for Amazon, as well as everyone who works for us.
The other big impact will be that the entire Cx industry will change. Before, we had an entire profession focused on getting a large number of people to agree on a specific set of solutions. Now, however, there is a whole new set of skills involved, and we’ll be able to develop a whole new set of “tasks.” And this is just the beginning.
Amazon’s cloud is a great example of how Cx has evolved. Before, we had to develop custom solutions that were specific to each customer. Because the work was so specialized, we had to write these solutions down and then develop them into a specific set of processes that they could all follow. Now, however, we have a whole new set of processes, and we’re developing them based on customer needs. Amazon is basically making an entire industry around the customer experience.
The problem with creating a new industry based on the customer experience is that it’s very difficult to control. Because customer-facing companies have built a reputation of being very much customer-centric, the entire industry has built a reputation of being extremely customer-centric. There are many companies that are so customer-centric that they make almost no sense at all, so to avoid confusion (and bad PR) we have to find a new way to think of customer experience management.
We’ve created a new solution. We’ve come up with a new way to think about customer experience. Our solution is a new way of thinking about Customer Experience Management (CEM).
Customer experience management (CEM) is a set of practices, tools, and methods that organizations use to understand and manage customer experience. The idea behind CEM is to help the customer to feel that they are really making a positive impact in the world, so that they’ll be more likely to continue using a company.
CEM has been around since the late 1980s and is a relatively young field that is still developing. CEM isn’t very well known, as the term typically refers to the customer experience management that companies use to improve customer experience. But in the past few years, the term CEM has been gaining ground within the industry as more and more companies are realizing that they need to start thinking about how they define and measure customer experience.
CEM can be defined as “the continuous management of customers”. It is quite a broad term, and companies that are using it generally have at least two things going for them: They are good at what they do, and they are good at defining their customers’ experience.