Customer Experience Management is the range of processes and services that an organization uses in order to follow, track and organize each of the interactions that occur throughout the customer’s lifecycle between him/her and the organization on the different points of contact the latter offers.

The kind of customer experience management a company should maintain goes beyond providing online services to its clients and knowing their purchase habits – which places, products and services –, in order to focus on a comprehensive and profound knowledge of who they are, so it becomes possible to create and offer personalized experiences.

The organization must be able to process all this data and to extract valuable and precise information from it, enabling a complete and consolidated understanding of the customer.