Experience Matters

APRIL 7, 2015

Watch this blog and my Twitter feed for an announcement about the 2016 CX Vendor Excellence Awards in January 2016. All solutions are utilizing Big Data infrastructure, analyze interactions and transactions (structured and unstructured data) and are capable of generating insights and trigger corrective actions, also in real-time.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Clarabridge

SEPTEMBER 1, 2015

According to Aetna, 22 million people are expected to purchase individual healthcare coverage in 2016. Once the insurer has identified the various sources of input, using CEM and text analytics should identify the categories and administrative units contributing disproportionately to low satisfaction scores.

Insurance 40

Insurance Healthcare Tips CEM 40

Beyond Philosophy

APRIL 7, 2016

Now, in 2016, some still don’t. We define it as: A customer’s perception of their rational, physical, emotional, subconscious, and psychological interaction with any part of an organization. Join Beyond Philosophy for the Certified Advanced CEM Training. As I said, everybody has jumped on the Customer Experience bandwagon.

Net Promoter Score 60

Net Promoter Score CEM Consulting Customer Satisfaction 60

Beyond Philosophy

APRIL 7, 2016

Now, in 2016, some still don’t. We define it as: A customer’s perception of their rational, physical, emotional, subconscious, and psychological interaction with any part of an organization. Join Beyond Philosophy for the Certified Advanced CEM Training. As I said, everybody has jumped on the Customer Experience bandwagon.

Net Promoter Score 60

Net Promoter Score CEM Consulting Customer Satisfaction 60

Clarabridge

NOVEMBER 30, 2016

And even if you don’t have the resources to use your CEM processes internally, you can still impact employee experience. Executives are already thinking about this; a Gartner survey predicted that 89% of companies would be competing based on customer experience in 2016.

Customer Experience 40

Customer Experience CEM Employee Experience Customer Experience Management 40

Wootric CX Blog

JUNE 13, 2019

It is worth noting that approach is sometimes known as customer experience management (CXM or CEM). That is, it’s not exactly uncommon for teams that don’t interact with the customer (e.g., In a literal sense, this may mean making it easier for your various teams to interact with each other (whether physically or via technology).

Customer Experience 69

Customer Experience CEM Communication B2B 69

SurveySparrow

OCTOBER 25, 2019

Customers demand every interaction to be the best experience they have with any company, so how can your organization enhance customer experience? Ask for feedback from your customers during every stage of the interaction. All the variables aligned in the right position with favorable statistics for the booming of your business.

Omni-Channel 77

Omni-Channel Strategy Customer Experience Customer Journeys 77

Gainsight

DECEMBER 23, 2019

At Pulse 2016, SaaStr’s Customer Success for Start-ups track was one of the most popular series of sessions in the entire conference. So what was it like, that interaction? Because you have multiple opportunities in your interactions with customers to identify those. Jason: I’m super excited about this next session.

Customer Success 52

Customer Success How To Customers Sales 52

Ian Williams

NOVEMBER 15, 2015

In fact, in a survey undertaken by Gartner in 2014, 89% of marketers stated that they expect to compete primarily on the basis of CX by the year 2016. Although it has only really been taken seriously within the past 15 years, many of the aspects and practices found within CEM (Customer Experience Management) go back a lot, lot further.

Customer Journeys 56

Customer Journeys CEM Exercises Brands 56