What is Customer Experience Management?
These are not simply sequential, but rather a continuum of phases existing within the context of CX.CX is not something you just bolt on to your existing enterprise architecture.
With social media, bad CX stories can escalate virally and ruin the reputation of a business in weeks or even days. People notice BAD experiences and get emotional! They want a good customer experience.
Original article at http://technoracle.blogspot.com/2011/04/what-is-customer-experience-management.html.