What is a common disadvantage associated with CEM?

A common disadvantage associated with Customer Experience Management (CEM) is the difficulty in aligning all departments toward a customer focus. This challenge arises because various departments within an organization might have different priorities, objectives, and perspectives. While one department might be concentrating on product development, another might focus on cost control or operational efficiency. This misalignment can lead to a fragmented customer experience, as customers may receive inconsistent messages or service levels across different touchpoints.

To effectively implement CEM, an organization must cultivate a shared vision and approach across all departments, ensuring that every team understands how their functions contribute to the overall customer experience. Achieving this alignment often requires significant effort in change management and communication, which can be a significant hurdle for many organizations.

The other options highlight different concerns that may not be as universally critical when discussing CEM as a framework. For instance, while financial investment and scalability can be challenges, they do not directly affect the internal alignment towards a customer-centric organization as fundamentally as the alignment itself. Similarly, overautomation may pose risks, but it is more related to operational concerns rather than the strategic vision necessary for effective CEM.