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The Journey from ‘Experience’ to ‘Engagement’ – How do you Describe your CEM Program?

By Omer Minkara

Customer experience management (CEM) and contact center space is one that is rich of concepts used to refer to different ways of managing buyer / seller interactions. However, with the wealth of terms and concepts its very easy for practitioners in the field to be confused on how (and if) each term differs from one another.

Multi-channel and omni-channel are some of these terms that are used frequently and often interchangeably in the marketplace. To help end-users avoid confusing these terms, I wrote a brief overview of my view of the differences between the two terms.

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Source: Aberdeen Group

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