Customer experience management

The growing attention to the customer experience is the result of the increasing complexity of channels, interactions, choices, and customer journeys. Businesses try to overcome these challenges by increasing their efforts comprehensively. Organizations depict and manage customer experiences through customer journeys (including multiple touchpoints representing direct and indirect customer interactions with the organization). Businesses need to plan and manage the elements that will arouse curiosity and interest and direct them to purchase behavior. This chapter explains almost all concepts related to customer experience management such as customer experience, classification of customer experience, digital customer experience, luxury customer experience, and customer experience control, and offers suggestions to businesses within these concepts. © 2022, IGI Global.