Trends & Innovation

Customer Experience Management Webinar Resources

By Econsultancy,

About this Webinar 

  • Econsultancy's Trends Webinar for April 2018 looks at the trends, data and best practice within customer experience.
  • This insight comes from Econsultancy's own research and recent report on Customer Experience Management along with collated third-party data and statistics.

Key points covered in this webinar

 What is customer experience management (CXM)?

  • Survey findings: How many businesses have a CXM strategy?
  • Impact of a good CXM strategy
  • Survey findings: Most significant challenges associated with implementing a CXM strategy

Whose responsibility is CXM?

  • Survey findings: Ownership of customer experience management
  • Business culture and structure, and its impact on CXM

Where to get customer data

  • How to manage what you already have
  • How to derive meaningful insights from your data
  • The challenges of dealing with customer data

Webinar Recording 

Reports Referenced


Customer Experience Training

Contributing Authors