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. Wi-Fi could be a topic, but some customers might call it wireless internet. But first, let’s take a step back.

Analytics 79

Analytics CEM Telecommunications Hotels 79

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). Consider a telecommunications company whose business model is signing up customers for a one-year contract for various wireless services. Market Research vs. VoC.

Measurement 209

Measurement CEM Telecommunications Wireless 209

Answer Dash

APRIL 17, 2020

Customer experience management, sometimes abbreviated to CEM, is the practice of owning your customer experience and actively working to improve it. CEM means making changes to the way you do things. What is customer experience management? Collecting data is only valuable if you’re able to turn it into improvements and predictions.

Customer Experience Management 66

Customer Experience Management Culture Customer Experience Management 66