In our connected, digital world, customers have more information, more choices, and more power than ever before. The Internet has unleashed a new era of transparency, empowering consumers to instantly share their experiences with millions of people across the globe. As customer expectations and voice continue to grow, improving the customer experience has become a strategic imperative. But companies typically lack a holistic approach to differentiating on customer experience. Operational Customer Experience Management (OCEM) provides a systematic approach to building the necessary capabilities.