Customer Experience Management Clarified Example of: Customer Experience Management (CXM) refers to the process of designing and optimizing interactions with customers across all touchpoints to ensure a positive and consistent experience. An example of CXM could be a company using data from multiple channels—like social media, customer support, and website behavior—to personalize recommendations, resolve issues quickly, and build long-term customer relationships. CXM ensures that customers feel valued and satisfied at every stage of their journey.