Experience management

Experience management is an effort by organizations to measure and improve the experiences they provide to customers as well as stakeholders like vendors, suppliers, employees, and shareholders. The concept posits that experiences comprise distinct economic offerings that create economic value and competitive advantage.[1][2]

Organizations have begun to collect experience data in addition to operational data, since experiences are seen as a competitive advantage.[3][4] Experience management platforms provide various services to automate the process of identifying and improving experiences across an organization.[5]

Broader than customer experience, experience management now encompasses customer experience along with other areas, such as brand experience, employee experience and product experience, which are all seen as interrelated.[6][7][8]

  1. ^ B. Joseph Pine II and James H. Gilmore (July–August 1998). "Welcome to the Experience Economy". Harvard Business Review. Retrieved 24 March 2017.
  2. ^ Dan Miller (12 July 2011). "Avaya Updates Its Suite of Experience Management Software". Opus Research. Retrieved 25 March 2017.
  3. ^ Bruce Rogers (2 March 2017). "Ryan Smith's Qualtrics Capitalizes On The Rise Of The 'Experience Economy'". Forbes. Retrieved 24 March 2017.
  4. ^ "Experience Management". Haaga-Helia. Archived from the original on 23 October 2019. Retrieved 25 March 2017.
  5. ^ Cite error: The named reference Signage was invoked but never defined (see the help page).
  6. ^ Maria Kreuzer (November 2009). "An embodied cognition approach to the study of consumer brand knowledge" (PDF). Marketing Trends Congress. Archived from the original (PDF) on 29 April 2023. Retrieved 24 March 2017.
  7. ^ Linda Heska (10 April 2009). Enhancing the Employee Experience: Organizational practices that contribute to employee engagement. VDM Verlag. ISBN 978-3639138160.
  8. ^ Jennifer Kilian, Hugo Sarrazin, and Hyo Yeon (September 2015). "Building a design-driven culture". McKinsey&Company. Retrieved 29 March 2017.{{cite web}}: CS1 maint: multiple names: authors list (link)