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). In this example, VoC would reveal negative customer sentiment immediately, allowing the telecommunications company to course-correct. Different Purpose, Different Audience.
PeopleMetrics
MARCH 12, 2018
Of course you do! External benchmarking is insightful, of course, but have you ever considered utilizing the power of internal benchmarking? Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. Sean holds a Ph.D.
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PeopleMetrics
JUNE 17, 2020
Moments of truth may involve the aforementioned digital experience (web site visit, chat with customer service, app experience), calling into a contact center, and of course, traditional in-person experiences. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform.
PeopleMetrics
MAY 24, 2018
Entrepreneurs looking for a crash course on how to best listen to customers and use that feedback to improve their business will benefit from the book as well. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data. Sean holds a Ph.D.
PeopleMetrics
APRIL 9, 2018
Like many of my peers, I too broke into the customer experience space by way of the market research world—working at a large firm on a variety of highly valuable market research programs before founding PeopleMetrics in 2001. So why does the transition from market research to customer experience come so naturally to CX professionals?
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