Our Approach to CEM

Customer Experience Management (CEM) Begins with Employee Experience Management (EEM)

Many professionals use the terms "customer experience" and "customer service" interchangeably. And unfortunately, so do many organizations. Customer service—the transactional relationship a company has with consumers—is important, but it's just part of a larger customer experience conversation that includes everything from marketing efforts to the interaction customers have with the products themselves. It encompasses every customer touch point—and all the efforts that go into supporting them—it’s about CEM: Customer Experience Management.

ec2 model employee experience customer experienceAnd, research shows that the best customer experiences are a result of being served by companies that have superior employee experiences. CSE's eC²® model addresses the entire lifecycle of the employee experience, providing organizations with a framework from which to enhance and support the service culture holistically. We rigorously assess an organization's service principles, company leadership, organizational processes, learning & development and communication to create the best solution for improving the employee experience, the customer experience—and the bottom line.