2001 CEM Management 
PeopleMetrics
SEPTEMBER 24, 2018
He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Sean holds a Ph.D.
PeopleMetrics
JULY 17, 2018
As noted previously, the term VoC is frequently used to describe the measurement of the customer experience; so is the term customer experience management (CEM). A consulting firm mentioned in the introduction, Forrester , coined a third term: customer feedback management (CFM). Market Research vs. VoC. Sean holds a Ph.D.
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PeopleMetrics
JULY 20, 2020
He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Contact PeopleMetrics: About the Author.
PeopleMetrics
MAY 13, 2020
Here are five tips for managers who hope to establish healthy team communication to spur a customer-centric culture in 2020: Set a good example. Team members will base their behavior on the models provided by management. As a manager or executive, your communication skills must be especially sharp in the world of COVID-19.
PeopleMetrics
MARCH 7, 2018
As a CX leader, do you ever feel like you're spending too much time setting up users and dashboards in your feedback management platform when you should be focusing on strategic ways for your organization to improve customer experience? You're not alone. But you can't do it alone - you need help. Sean holds a Ph.D.
PeopleMetrics
MARCH 4, 2020
He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Topic: Alert Management.
PeopleMetrics
MAY 28, 2020
Setting up a process and using a professional alert management system to continuously follow up with at-risk customers will generate ROI on your VoC investment. Next, we include these root cause categories as “tags” in our alert management system that our clients use to manage their recover alerts. Topic: Alert Management.
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