The Future Of Service Experience Management (SXM)

By Jim Hare, Vice President and GM Global Field Services Management, CSG

Solving your customers problems are not a single event or action. It is a series of events that happen overtime. The more time that elapses from when the customer perceives there is a problem to actual final resolution will determine your success as a service organization.

You cannot view your customers’ experience and your service organizations’ experience as separate workstreams. Your customers certainly do not differentiate. This merging of the two experiences into one cohesive, integrated approach is now being called Service Experience Management or SXM.

As for customer experience management, Gartner sums it up well in its definition: “the practice of designing and reacting to customer interactions to meet or exceed customer expectations and, thus, increase customer satisfaction, loyalty and advocacy.”

Customers today are also much savvier than in the past. If there is an easy way for them to resolve an issue without contacting you, most are happy to do it. However, this self-service interaction needs to: