Clarabridge

MARCH 21, 2017

And while customer experience management (CEM) activities should be data-driven, it is hard to figure out which data to use. What will make the most impact as you expand your CEM program? Big data analytics techniques make it possible to collect and analyze customer experience data at every touchpoint, all along the journey.

Omni-Channel 61

Omni-Channel CEM Data Customer Experience 61

PeopleMetrics

FEBRUARY 13, 2018

Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. Earlier in his career, he spent five years at the Gallup Organization, where he was the practice leader of their consulting division. As CEO, he guides the company’s vision and strategy.

Airlines 66

Airlines CEM Travel Software 66

Gainsight

JANUARY 11, 2024

.” While customer education didn’t gain the widespread recognition it deserved until relatively recently, it’s quickly gaining mainstream status, and the role of Customer Education Manager (CEMs) is becoming common. Let’s demystify these roles to answer some fundamental questions: How are CSMs and CEMs different?

CEM 52

CEM Customer Success Management Customers 52

NobelBiz

OCTOBER 24, 2023

Brad Butler, Contact Center Software Consultant @NobelBiz Key Components of a Customer Journey Map Stages The customer journey map breaks down the customer’s interaction process into defined steps or stages. You’ll need the right tools and data analytics capabilities to paint the big picture accurately.

Customer Journeys 104

Customer Journeys Customer Experience Contact Center Touchpoint 104

Maru/HUB

JANUARY 17, 2018

MarketsandMarkets forecast the global customer experience management (CEM) market to grow from $3.77 billion by 2019, the customer analytics market from $1,623.2 Today’s Customer Experience analytics programmes are substantial investments to businesses and therefore demand ROI. billion in 2014 to $8.39 million to $4,054.9

Customer Experience 106

Customer Experience CEM Omni-Channel ROI 106

Bob Hayes

FEBRUARY 2, 2015

In this post, I study what loyalty-leading companies do differently than loyalty-lagging companies in their customer experience management (CEM) efforts. The research helps identify best practices that companies can adopt in their CEM efforts to increase customer loyalty. All CEM programs are not the same.

Loyalty 40

Loyalty CEM Customer Experience Social Media 40

SurveySensum

MARCH 20, 2024

Along with a robust platform they offer advanced CX consultation service — wherein CX experts provide end-to-end support, from survey creation to feedback analysis, to creating action plans based on customer insights. One-On-One CX Consultation: SurveySensum is a DIFM platform – they will do everything for you.

Customer Experience Management 52

Customer Experience Management Software Company Customer Experience 52

Thematic

AUGUST 7, 2024

With 175 Zettabytes of data predicted to be generated by 2025 , AI text analytics is a game-changer. Take the example of a new product launch - AI text analytics can analyze customer reactions in real-time. AI text analytics is also transforming healthcare by simplifying patient data management. Finance is another winner.

Analysis 62

Analysis Tools Effort Score Analytics 62

Beyond Philosophy

DECEMBER 23, 2015

Studies by Strativity, and other consulting organizations, among corporate executives have identified the financial benefits of increasing customer experience management-related resources. Customer Journey Management and Lifecycle Strategic Consultation. They are; Customer Experience and Value Optimization.

Chief Customer Officer 60

Chief Customer Officer Omni-Channel Customer Centricity Consulting 60

Clarabridge

MAY 9, 2018

Our first advanced session was led by Clarabridge’s Katie Costanzo, Director, Professional Services and Koren Stucki, VP, Strategic Consulting. These two took attendees through best practices for establishing a successful CEM program. C3’s Just Another Word for Networking over Tunes.

CEM 40

CEM Roadmap Contact Center Conference 40

Beyond Philosophy

JUNE 17, 2015

In other words, the resources of time, money, people, and technology have to be accompanied by stated financial objectives and actionable analytics to prove their worth. Like any proactive form of outreach to consumers, including classic advertising approaches, content must have discipline around investment and return.

Consumers 60

Consumers Connections Social Media Advertising 60

Beyond Philosophy

JUNE 11, 2015

Be pragmatic in terms of technology and analytics. If you have someone paying one price and another customer with a coupon paying a different price, the perception of the brand is becoming fractured. Make sure it’s consistent.”. “Be They aren’t a silver bullet. Use these tools and combine them with the experience of your team.”.

Loyalty Programs 60

Loyalty Programs Loyalty Airlines Retail 60

CloudCherry

FEBRUARY 20, 2019

As soon as a customer indicates they have an issue, it’s possible to have your CEM create a ticket in your help desk along with any other context they have, like the customer’s past purchasing history and other survey responses. If you pay for expert help, it should only be in a consultative role or doing a bespoke integration.

Strategy 273

Strategy CEM Analysis Self Service 273

PeopleMetrics

JULY 20, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Earlier in his career, he spent five years at the Gallup Organization, where he was the practice leader of their consulting division. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

Strategy 163

Strategy CEM Touchpoint Customer Centricity 163

PeopleMetrics

MAY 13, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Earlier in his career, he spent five years at the Gallup Organization, where he was the practice leader of their consulting division. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

Employee Experience 116

Employee Experience Communication CEM e-support 116

PeopleMetrics

JUNE 29, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Earlier in his career, he spent five years at the Gallup Organization, where he was the practice leader of their consulting division. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

CEM 120

CEM NPS Hotels Survey 120

PeopleMetrics

JUNE 4, 2019

And, through text analytics and other real-time reporting analytical approaches, answers to key questions are immediate. TEXT ANALYTICS: N/A. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. VOLUME: Small. SOCIAL: N/A. Sean holds a Ph.D.

B2C 122

B2C B2B CEM Airlines 122

PeopleMetrics

MARCH 1, 2018

Customer Experience Management (CEM), as it's often called, is absolutely vital for every company to have. Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

Measurement 97

Measurement CEM Touchpoint Video 97

PeopleMetrics

AUGUST 31, 2018

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Earlier in his career, he spent five years at the Gallup Organization, where he was the practice leader of their consulting division. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

CEM 117

CEM Customer Service Touchpoint Exercises 117

PeopleMetrics

JULY 31, 2018

Enter text analytics. Machines (Text Analytics). All sophisticated VoC software platforms will have a text analytics module available. Let’s dig into the value that text analytics provides. Then text analytics organizes all topics in a visual display, often in the form of a word cloud. Still need convincing?

Analytics 79

Analytics CEM Telecommunications Hotels 79

PeopleMetrics

MAY 28, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Earlier in his career, he spent five years at the Gallup Organization, where he was the practice leader of their consulting division. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

Analysis 87

Analysis CEM ROI e-support 87

PeopleMetrics

DECEMBER 12, 2019

Designate successful teams and employees as office consultants. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Earlier in his career, he spent five years at the Gallup Organization, where he was the practice leader of their consulting division.

Banking 91

Banking CEM Employee Experience Rewards Programs 91

PeopleMetrics

MARCH 4, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Earlier in his career, he spent five years at the Gallup Organization, where he was the practice leader of their consulting division. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

ROI 83

ROI CEM Software Customer Experience Management 83

PeopleMetrics

MARCH 26, 2018

Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. Earlier in his career, he spent five years at the Gallup Organization, where he was the practice leader of their consulting division. As CEO, he guides the company’s vision and strategy.

Touchpoint 85

Touchpoint Feedback CEM Call Center 85

PeopleMetrics

SEPTEMBER 12, 2019

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Earlier in his career, he spent five years at the Gallup Organization, where he was the practice leader of their consulting division. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

Touchpoint 91

Touchpoint Feedback CEM Customer Experience 91

PeopleMetrics

DECEMBER 27, 2019

If not, look to your company's business analytics and/or business intelligence department. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. In addition to IT, you’ll need assistance to help you understand what all of this customer feedback means.

CEM 81

CEM Telecommunications Software Analytics 81

PeopleMetrics

MARCH 21, 2018

Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. Earlier in his career, he spent five years at the Gallup Organization, where he was the practice leader of their consulting division. As CEO, he guides the company’s vision and strategy.

Feedback 82

Feedback CEM Video Social Media 82

PeopleMetrics

FEBRUARY 20, 2019

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Earlier in his career, he spent five years at the Gallup Organization, where he was the practice leader of their consulting division. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

CEM 94

CEM Software Feedback Call Center 94

PeopleMetrics

JULY 13, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Earlier in his career, he spent five years at the Gallup Organization, where he was the practice leader of their consulting division. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

CEM 71

CEM Video Social Media Survey 71

PeopleMetrics

MARCH 7, 2018

Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. Earlier in his career, he spent five years at the Gallup Organization, where he was the practice leader of their consulting division. As CEO, he guides the company’s vision and strategy.

System 76

System Feedback CEM Management 76

PeopleMetrics

APRIL 9, 2018

Voice of Customer (VoC) programs (also known as Customer Experience Management (CEM) programs) are becoming the single source of truth for most organizations with regard to how the customer feels about their experience with a given company. The single source of truth. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

CEM 70

CEM Marketing Voice of Customer Video 70

PeopleMetrics

JULY 29, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Earlier in his career, he spent five years at the Gallup Organization, where he was the practice leader of their consulting division. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

Survey 71

Survey CEM Net Promoter Score How To 71

PeopleMetrics

MARCH 16, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Earlier in his career, he spent five years at the Gallup Organization, where he was the practice leader of their consulting division. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

CEM 77

CEM ROI Contact Center Survey 77

PeopleMetrics

MARCH 12, 2018

Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. Earlier in his career, he spent five years at the Gallup Organization, where he was the practice leader of their consulting division. As CEO, he guides the company’s vision and strategy.

CEM 69

CEM Net Promoter Score Video Hotels 69

PeopleMetrics

AUGUST 21, 2018

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Earlier in his career, he spent five years at the Gallup Organization, where he was the practice leader of their consulting division. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

NPS 82

NPS Measurement CEM Survey 82

PeopleMetrics

JUNE 8, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Earlier in his career, he spent five years at the Gallup Organization, where he was the practice leader of their consulting division. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

CEM 77

CEM Infographics Employee Engagement Culture 77

PeopleMetrics

JUNE 17, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Earlier in his career, he spent five years at the Gallup Organization, where he was the practice leader of their consulting division. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

CEM 83

CEM Touchpoint NPS Survey 83