PeopleMetrics

DECEMBER 27, 2019

No matter how talented you are as a customer experience professional , you need a team to create a world-class VoC program. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. Sean has over 20 years of experience helping companies measure and improve the customer experience.

CEM 81

CEM Telecommunications Software Analytics 81

Strativity

JULY 16, 2014

Strativity Group’s next Customer Experience Management (CEM) Certification program will be held in Orlando, FL., For professionals who are seeking a strategic framework for implementation, the program provides participants with a foundation in Customer Experience and CEM with a focus on: .

Customer Experience Management 40

Customer Experience Management Groups CEM Customer Experience 40

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 In recent years, we have witnessed a huge transformation in customer experience and the evolution is set to continue in years to come.

Customer Experience 106

Customer Experience CEM Omni-Channel ROI 106

Innovative CX

FEBRUARY 26, 2019

As we know all functions have some role in the end-to-end customer experience. There is one function that plays an important role in managing the customer’s journey in organizations, that of the customer experience professional. What’s in a Name? What’s in a name? One final thought.

CEM 40

CEM Customer Experience Professionals Course ROI 40

Chattermill

NOVEMBER 4, 2018

One of the most common examples of reinforcement learning is a machine learning to a play a computer game or in the case of Google’s Deepmind , an AI that has managed to learn how to walk, run, jump, and climb without any prior guidance. Gone are the days of sifting through customer feedback and manual tagging. Deep Learning.

Strategy 76

Strategy Social Media Analytics Analysis 76

Ian Williams

JUNE 25, 2019

Transformation, however, typically sits with specific individuals across different functional areas who do not appreciate the real benefits of Customer Journey Mapping. If people in the business who are charged with managing Customer Experience do not always appreciate its benefits, it isn’t surprising that other functions don’t either!

Customer Journeys 40

Customer Journeys Customer Experience Exercises Customer Experience Professionals 40

Ian Williams

APRIL 29, 2016

Just over four years ago, I wrote a blog post called “ Who owns Customer Experience ?”. The purpose of the post was to attempt to establish the best ‘place’ within the business to ‘house’ the Customer Experience professionals. One tongue-in-cheek argument is to sack all of your customer experience professionals.

Customer Journeys 40

Customer Journeys Customer Experience Professionals Telecommunications Brands 40

SurveySparrow

OCTOBER 25, 2019

A survey conducted for 100 customer experience professionals by Forrester, 58% of respondents said their organization drive customer experience innovation by watching what their competitors are doing. Customer Experience Strategy #25 Benefit from the right technology and tools.

Omni-Channel 77

Omni-Channel Strategy Customer Experience Customer Journeys 77