Beyond Philosophy

FEBRUARY 5, 2015

The post Making Optimal Customer Experience A Focus of Your Company’s (And Your) Thinking and Doing: The Case for Foundation and Advanced CEM Training appeared first on Beyond Philosophy.

CEM 60

CEM Omni-Channel Training Customer Experience 60

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.

Employee Experience 116

Employee Experience Communication CEM e-support 116

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

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.

CEM 117

CEM Customer Service Touchpoint Exercises 117

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.

CEM 71

CEM Video Social Media Survey 71

InMoment XI

AUGUST 9, 2024

Customer experience can also be referred to as customer experience management (CXM or CEM). Watermark Consulting. Why is Customer Experience Important? Did you know that 86% of consumers are willing to pay more for a product or service if they have a great customer experience? 6 Things Customer-Centric Companies Do Differently.

Customer Experience 221

Customer Experience Customer Journeys Effort Score Net Promoter Score 221

Ian Williams

JUNE 10, 2019

In part 3 we look at Maturity, CET vs. CEM and CX done as an IT/ Systems implementation. . CET vs. CEM. However there are many instances where organisations will leap headlong into ‘CEM’ before considering whether or what kind of change is needed. Is the problem Customer Experience itself or the way in which it’s being done?

CEM 40

CEM Customer Experience Consulting System 40

Bold360

AUGUST 18, 2020

Customer Engagement Maturity (CEM): Where Are You & Where Should You Be? For the third year in a row, Bold360 has commissioned Forrester Research Consulting to conduct a survey of almost 500 global decision-makers working in customer experience, engagement, and service to measure the benefits of providing an exceptional CX.

Self Service 52

Self Service Customer Engagement CEM Engagement 52

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.

Survey 71

Survey Net Promoter Score CEM How To 71

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.

ROI 83

ROI CEM Software Customer Experience Management 83

PeopleMetrics

JUNE 4, 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.

B2C 122

B2C B2B CEM Airlines 122

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.

Analysis 87

Analysis CEM ROI e-support 87

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.

CEM 78

CEM Infographics Employee Engagement Culture 78

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.

CEM 121

CEM NPS Hotels Survey 121

Ian Williams

JUNE 10, 2019

Where it can all go wrong is where the CEO or members of the senior team play lip service to CEM, creating cynicism amongst middle management, front-line and back office teams. Under these circumstances, CEM is destined to fail. Another instance where CEM can go wrong is where it is deputised within the organisation.

CEM 49

CEM Customer Experience Leadership Consulting 49

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.

Customer Journeys 150

Customer Journeys CEM Net Promoter Score Touchpoint 150

Ian Williams

APRIL 1, 2020

Much love… #cem #nowwashyourhands #cx #customerexperiencemanagement #cxm #beexcellenttooneanother #billandted3. The post THE #CORONAVIRUSCANTSTOPUS CX COLLABORATION CHALLENGE #5 – Drums, Guitar, Bass, BVs & 2nd Guitar appeared first on Customer Experience Consulting.

CEM 52

CEM Consulting Customer Experience Customers 52

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.

Customer Journeys 150

Customer Journeys CEM Net Promoter Score Touchpoint 150

ClearAction

DECEMBER 16, 2017

CEM is enterprise-wide dedication to serving customer needs from their perspective. CEM recognizes that businesses exist to serve customer needs — not the other way around — and by doing so, customers provide revenue for paychecks and budgets and shareholder value. Image licensed to ClearAction by Shutterstock.

Customer Centricity 54

Customer Centricity CEM Conference Policies 54

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.

CEM 94

CEM Software Feedback Call Center 94

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.

NPS 82

NPS Measurement CEM Survey 82

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.

Touchpoint 91

Touchpoint Feedback CEM Customer Experience 91

Maru/HUB

JANUARY 17, 2018

MarketsandMarkets forecast the global customer experience management (CEM) market to grow from $3.77 Almost 50% of customer experience professionals surveyed in a study by Forrester Research and Watermark Consulting, felt their organisations were either “ineffective” or “very ineffective” in measuring the ROI of customer experience.

Customer Experience 106

Customer Experience CEM Omni-Channel ROI 106

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.

Measurement 97

Measurement CEM Touchpoint Video 97

Ian Williams

MARCH 31, 2020

nowwashyourhands #collaboration #cx #cem #customerexperience. The post THE #CORONAVIRUSCANTSTOPUS CX COLLABORATION CHALLENGE #4 – Drums, Guitar, BVs & Bass #ClapForOurCarers appeared first on Customer Experience Consulting. Spread the word, not the disease! coronaviruscantstopus collaborating.

CEM 52

CEM Consulting Customer Experience Customers 52

Ian Williams

MARCH 30, 2020

nowwashyourhands #technology #collaboration #cx #cem #customerexperience #coronavirus #hope #beexcellenttooneanother #billandted. The post THE #CORONAVIRUSCANTSTOPUS CX COLLABORATION CHALLENGE #3 – Drums, Guitar & BVs #ClapForOurCarers appeared first on Customer Experience Consulting. #coronaviruscantstopus collaborating.

CEM 52

CEM Consulting Innovation Resources 52

PeopleMetrics

DECEMBER 27, 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.

CEM 82

CEM Telecommunications Software Analytics 82

Ian Williams

JUNE 10, 2019

So, this leaves the question of whether CEM is being practiced badly. In fact, it can be argued that culture sits right at the very heart of CEM. If we look at the companies who are lauded for having been successful at CEM, not just as an isolated ‘initiative’ but right across the board (e.g. sections 2 – 10 to follow!).

CEM 40

CEM Customer Experience Culture Customer Experience Management 40

PeopleMetrics

JUNE 18, 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.

CEM 48

CEM Chatbots Voice of Customer Software 48

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.

CEM 78

CEM ROI Contact Center Survey 78

Horizon CX

SEPTEMBER 30, 2013

Those who had poor CX performance lagged behind the index by almost 20% - Watermark Investment Consulting Consistency: In the UK, a £100 investment in the National Consumer Satisfaction Index fund in 2007 would have by June 2011 returned £159 whilst the same investment in the FTSE 100 would have returned just £94.

Strategy 138

Strategy CEM Customer Experience Banking 138

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.

CEM 83

CEM Touchpoint NPS Survey 83

PeopleMetrics

OCTOBER 29, 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.

Survey 61

Survey CEM B2C Measurement 61

PeopleMetrics

NOVEMBER 22, 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.

Communication 54

Communication CEM Touchpoint Software 54

SurveySensum

JULY 9, 2019

Because real-time customer experience management (CEM) has become the key focus to drive revenue to the business and reduce churn rate. In the literature on CEM, it is quoted, “customer experience is a significant contributor to business failure if not handled intelligently.”. Source: Journal of Governance and Regulation).

CEM 45

CEM Customer Experience Customer Experience Management Study 45

PeopleMetrics

FEBRUARY 2, 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 70

CEM Video Measurement Software 70

PeopleMetrics

AUGUST 7, 2019

Watermark Consulting , a US-based customer experience advisory firm, analyzed the stock market returns of the Top 10 and Bottom 10 publicly traded companies in Forrester’s Customer Experience Index for their Customer Experience ROI Study (2019). As CEO, he guides the company’s vision and strategy.

Leadership 70

Leadership ROI CEM How To 70