Agile: According to Jean-Loup Richet (Research Fellow at ESSEC Institute for Strategic Innovation & Services) "this approach can be leveraged effectively for non-software products and for project management in general, especially in areas of innovation and uncertainty”.
CEM: According to Bernd Schmitt Customer Experience Management: A Revolutionary Approach to Connecting with Your Customers (2003) "the term 'Customer Experience Management' represents the discipline, methodology and/or process used to comprehensively manage a customer's cross-channel exposure, interaction and transaction with a company, product, brand or service."
