Analytics CEM Exercises 
CloudCherry
MARCH 28, 2019
Most journey mapping exercises start out great with gathering everyone in a room, brainstorming touchpoints and designing a visual journey of how customers move through their interactions with your company. The only way to do that is to bring your journey into your CEM so that you can coordinate activities along the journey.
PeopleMetrics
AUGUST 31, 2018
At PeopleMetrics, we use an exercise called touchpoint mapping to help our clients distinguish between CX and CS. If you run through this valuable touchpoint mapping exercise at your organization, I bet you will find that many touchpoints that are key to the overall customer experience include more than just customer service.
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CloudCherry
DECEMBER 1, 2018
What credit unions need is a CEM that moves beyond describing the member experience to start providing the insights and driving the actions to improve it. Here are three areas from the CloudCherry CEM Platform that provide valuable and useful data to drive change. CloudCherry does all this and more.
CloudCherry
OCTOBER 19, 2018
What credit unions need is a CEM that moves beyond describing the member experience to start providing the insights and driving the actions to improve it. Here are three areas from the CloudCherry CEM Platform that provide valuable and useful data to drive change. CloudCherry does all this and more.
PeopleMetrics
MAY 13, 2020
This simple exercise is incredibly powerful in bringing a team together. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Help team members feel respected. It’s never been more important to s et clear behavior expectations for your team. Sean holds a Ph.D.
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.
PeopleMetrics
MARCH 26, 2018
Numbers aside, though, companies often tend to overlook one vital touchpoint when conducting these mapping exercises: the touchpoint of asking their customers for feedback. Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. Sean holds a Ph.D.
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