CX Management and Systems Thinking

The idea of customer experience isn't new. However, the emerging discipline of CX management will require new approaches to adapting to a changing landscape. Systems thinking is a way to face the complex challenges ahead.

This talk is from the CX Management Best Practices Symposium, a biannual event to bring industry people together to share practical ideas and methods in the field of customer experience management. This series is a product of [email protected] at Michigan State University, an initiative dedicated to advancing the field of CXM. [email protected] is also in the preliminary stages of creating a master's degree program in customer experience management (MS-CXM), which will be the first of its kind in North America.