In which decade was the Customer Experience Management (CEM) method developed?

The Customer Experience Management (CEM) method was developed in the 1990s in response to the growing recognition of the importance of customer satisfaction and loyalty. This decade marked a significant shift in business focus towards understanding and improving the customer's overall experience with a company or product. During this time, organizations began to analyze customer interactions deeply and implement strategies to enhance their experiences systematically. By establishing frameworks and practices for managing customer interactions, CEM emerged as a necessary discipline for businesses seeking a competitive edge in increasingly saturated markets.

In the context of Six Sigma and continuous improvement methodologies, the principles of CEM align closely with the focus on meeting customer requirements and enhancing quality in every aspect of service delivery. This makes understanding the origins and development of CEM crucial for professionals aiming to integrate customer-centric approaches within their quality management practices.