IT-based customer experience management: A systematic literature review

Abstract

In this era of globalization there is no longer a company that does not use the Information Technology (IT). Thanks to the development of IT is so fast all of the information may soon be known in order to improve its business is no exception field community service. The community now uses social media-based technology. With the social media will provide added value for the company by utilizing it. Society can be served well and quickly and did not know the time. Service was slow in the current era and cannot be anticipated will have less impact the development of the business. This needs to be sensitivity to public services in order to venture into the fast growing and provide maximum benefit. Today, many companies are using the tool in its efforts to improve customer service (customer experience). The term customer experience has become a popular term and prevalent in the business world. Schmitt (2003) says that “customer experience management (Customer Experience Management — CEM)” is a strategic process to manage the overall customer experience with a product or company. In order for a maximum of CEM can be implemented with all lines of business, the need for IT support. This study uses a systematic approach to literature review paper published in 2007–2017. The results of this study show that the concept of CEM in combination with the latest information technology is needed.