Edwin De Lange

Johannesburg Area, South Africa South Africa

Customer Experience Manager at Old Mutual South Africa

Advertising / Marketing / PR

Customer experience is the experiential management of a customer with a company, it encompasses managing every point of contact and engagement a customer has with a company throughout the customers lifecycle with a company. Customer experience management (CEM or CXM) is the collection of processes a company uses to track, oversee, manage and organise every interaction between a customer and the organisation throughout the customer lifecycle. CEM provides companies with a 360-degree view of customers, allowing for a more interactive engaging interaction with customers. The goal of CEM is to optimise interactions from the customer's perspective and, as a result, foster customer loyalty. ...