Over the years, the field of customer experience management has matured, as companies increasingly recognize its importance as a key ingredient in building and maintaining customer loyalty. A growing number of professionals have responsibility for assessing and improving customer experience in channels (e.g., web, call center, brick-and-mortar store, mobile commerce, etc.), with products, and across entire organizations. Best practices for processes, tools, and techniques are emerging across many customer experience management disciplines. In short, customer experience management has become an established profession.
NACSMA has been created to fill a need that was not being addressed. Although there are several customer experience networking groups in operation, the industry has reached the point where it requires a unified, informed, collective voice to guide its evolution. NACSMA wants to help customer experience professionals make customer experience management an integral part of how their companies operate, and to enable them to embed its skill set across their organizations. Our goal is to break down the work, create standards and best practice approaches, and transfer those skills across the NACSMA network.