CEM, Effort Score and Wireless - Customer Experience Update

Lesson #4: Text Analytics Is More Than A VoC Feature; It's An Absolute Must-Have

PeopleMetrics

JULY 31, 2018

Humans are the most expensive method to make sense of unstructured comments—often prohibitively so, because not only are they expensive knowledge workers, but also the effort doesn’t scale. Wi-Fi could be a topic, but some customers might call it wireless internet. Humans (Open-Ended Coding). Here’s how it works. Here’s how it works.

Analytics

Analytics CEM Telecommunications Hotels

How to Build a Culture of Customer Experience Management

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. CSat and NPS are likely candidates for many businesses, along with CES (Customer Effort Score). Is it worth the effort?

Customer Experience Management

Customer Experience Management Culture Customer Experience Management

Customer Experience Update

Lesson #4: Text Analytics Is More Than A VoC Feature; It's An Absolute Must-Have

How to Build a Culture of Customer Experience Management

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