The Customer Experience (CX) industry is now well established, and Experience Management (XM) is the next evolving industry to spur from CX.
XM is the art of taking data and insights and putting in place tangible changes that improve experiences for customers and making great experiences intentional. XM is 100% committed to customer needs and wants and an XM Department will often sit outside of Marketing, the traditional home of CX. Its much easier for XM Professionals to deploy improvements as they are deploying from within the Operations part of a business, to that part of the business.
XM, still new but is a fast growing function where data and insights are activated and tangible changes are made that improve customers experiences.
