Gain a better understanding of the total customer experience! In this webinar, Julie Mohr will cover the core concepts of customer experience management, including the five steps of the CEM framework:
- Analyzing the experiential world of the customer
- Building the experiential platform
- Designing the brand experience
- Structuring the customer interface
- Engaging in continuous innovation
After exploring the concepts of CEM, we will analyze how CEM can add value to ITSM in the areas of service desk, incident management, and problem management. Learn how to put the customer back into the service!