Customer Experience Management (CEM) - Wesfarmers

This document discusses the customer experience management (CEM) strategy of Wesfarmers, a leading Australian organization in the food retail industry. It explores the identification and differentiation of two customer segments, the business value proposition, and how CEM strategy improves service to customers. The document provides insights into the industry, background, and products/services of Wesfarmers, as well as the tools and software used to enhance customer service.