Customer experience is channel agnostic. In other words customers engage with a business in a variety of ways such as face-to-face, by phone and online — be it on a business website, social media or a mobile device.
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Using the latest web analytics tools to monitor web activity, including social media, mobile web, e-Marketing, e-Commerce, online customer service, etc. will enable an organization to build a better picture of what is happening. If you cannot measure it, how do you improve it? With an understanding of what is happening, businesses will be in a position to deliver excellent customer experience which will lead to long term profitability and ROI.
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Customer loyalty is diluted by channel proliferation. A unifying channel strategy (websites, mobile, social media, etc.) can address this, ensure consistency and earn individual’s trust by delivering personalized content.

Great statements on Customer Experience Management!