CSM Magazine

JULY 27, 2015

Three C-Level telco speakers will be sharing their vital view on implementing a successful CEM programme at Customer Experience Management (CEM) in Telecoms World Summit 2015 which will be held from 13-14 August 2015 in Singapore. Ensuring that CEM activities are at the heart of all decision-making processes within the organization.

CEM 40

CEM Case Study e-support Customer Centricity 40

CloudCherry

AUGUST 30, 2018

These changes are frequently led by your CEM. Predictive insights need to be agile to be effective – reacting to the constantly changing ecosystem in real time provides a huge competitive advantage over organizations who are still waiting for their reports to be returned.

Strategy 150

Strategy NPS Analytics Analysis 150

iPerceptions

AUGUST 21, 2018

In a world where a superior Customer Experience (CX) is now viewed as a key competitive advantage, leveraging VoC as part of your Customer Experience Management (CEM) efforts has never been more important. Data is only as valuable as what you do with it, and Voice of the Customer (VoC) data is no different.

Customer Experience Management 54

Customer Experience Management CEM Competitive Advantage Customer Experience 54

PeopleMetrics

FEBRUARY 12, 2018

To create a Customer Experience (CX) Mindset across your organization, make yourself think like a high-end hospitality company - even if you're not one - and you'll have an incredible competitive advantage going forward. Watch this edition of CX Secrets above , or click here to download the video transcript.

CEM 63

CEM Hospitality e-support Competitive Advantage 63

Beyond Philosophy

JANUARY 12, 2015

When an organization focuses on improving the Customer Experience, it drives the value for the organization, reduces the costs associated with customer service, and builds a competitive advantage in today’s global and commoditized marketplace. Colin is an international author of four best-selling books and an engaging keynote speaker.

Customer Experience 60

Customer Experience eBook CEM Competitive Advantage 60

Experience Matters

APRIL 7, 2015

With the power to listen to the Voice of the Customer, integrate it with business data to generate powerful insight, and take action, we deliver effective business change and create a competitive advantage for clients. ResponseTek. This spring marks the 33rd consecutive quarterly release, delivering timely innovation.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Bold360

APRIL 30, 2019

This week we conclude our conversation with Ross Haskell and Amber Gregorio from LogMeIn’s Bold360 team about the Customer Engagement Maturity (CEM) Model Assessment they developed with Forrester Consulting. As a reminder, the CEM helps organizations see where they stack up against nearly 500 other organizations around the globe.

Customer Engagement 40

Customer Engagement CEM Engagement Self Service 40

Bold360

APRIL 25, 2019

This week we continue our conversation with Ross Haskell and Amber Gregorio from LogMeIn’s Bold360 team about the Customer Engagement Maturity (CEM) Model Assessment they developed with Forrester Consulting. As a reminder, the CEM helps organizations see where they stack up against nearly 500 other organizations around the globe.

Customer Engagement 40

Customer Engagement CEM Net Promoter Score Engagement 40

Confirmit

SEPTEMBER 24, 2018

CEM has become a key differentiator for today’s businesses, as products and services have become increasingly commoditized. Customer experience management combines all the processes an organization has in place to monitor and improve customer interactions, regardless of the channel or medium customers use to get in touch. INFOGRAPHIC.

Customer Experience Management 45

Customer Experience Management Customer Experience Management Multi-Channel 45

SurveySparrow

JUNE 30, 2023

These are the results of meticulous planning and execution by customer experience managers (CEMs). Empathy and Emotional Intelligence: CEMs need to have a deep understanding of customers’ emotions and be empathetic towards their needs and challenges.

Customer Experience Management 52

Customer Experience Management Net Promoter Score Customer Experience Management 52

SurveySparrow

JULY 31, 2023

Competitive Advantage In a world where customer experience is king, businesses that prioritize the voice of their customers gain a competitive edge. What’s the value of Voice of the Customer (VoC) and Customer Experience Management (CEM)? Let’s explore why these two concepts are so crucial: 1.

Analytics 52

Analytics Social Media CEM Effort Score 52

Confirmit

SEPTEMBER 24, 2018

CEM has become a key differentiator for today’s businesses, as products and services have become increasingly commoditized. Customer experience management combines all the processes an organization has in place to monitor and improve customer interactions, regardless of the channel or medium customers use to get in touch. INFOGRAPHIC.

Customer Experience Management 40

Customer Experience Management Customer Experience Management Multi-Channel 40

Beyond Philosophy

JUNE 20, 2015

As basic customer experience processes were improved, the metric flatlined, offering no opportunity for further enhancement or competitive advantage. In over a decade of performance measurement, only key driver (simple regression/correlation) analysis around a single number metric were reported.

B2C 60

B2C B2B Metrics Analysis 60

SurveySparrow

OCTOBER 25, 2019

“Obsessing over customer experience is the only long-term defensible competitive advantage,” Bezos has said. CEM tools are part of every business that desires growth. This is why every project or product at Amazon starts with a press release where they feature customer’s quotes. They reduce the workload by 67%!

Omni-Channel 77

Omni-Channel Strategy Customer Experience Customer Journeys 77