Customer Experience Management (CXM) is how we go from thinking customer experience is “nice to have” to act on it like what it is: a mindset, a strategy, and a business discipline.

In this video I define CXM and the four key elements CXM requires.

Resources Mentioned:
👉 Related Article: bit.ly/cxm-defined
👉 Get a year of FREE CX workbooks, guides, templates, checklists, & more: YearofCX.com

Jump to Topics:
0:00 Welcome
1:13 CX vs CXM
2:47 What is CXM?
3:16 Four Key Elements of CXM
5:16 1: CX Strategy
8:00 2: Technology & Tools
10:35 3: Governance & Discipline
12:44 4: Iterative Design
14:05 Recap & Final Thoughts

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