PeopleMetrics

AUGUST 7, 2019

2016) that provides compelling ROI evidence that CX matters, including the ability to charge a higher price when you deliver a better customer experience. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. As CEO, he guides the company’s vision and strategy.

Leadership 70

Leadership ROI CEM How To 70

Clarabridge

NOVEMBER 30, 2016

And even if you don’t have the resources to use your CEM processes internally, you can still impact employee experience. Executives are already thinking about this; a Gartner survey predicted that 89% of companies would be competing based on customer experience in 2016.

Customer Experience 74

Customer Experience CEM Employee Experience Customer Experience Management 74

Clarabridge

SEPTEMBER 1, 2015

According to Aetna, 22 million people are expected to purchase individual healthcare coverage in 2016. Once the insurer has identified the various sources of input, using CEM and text analytics should identify the categories and administrative units contributing disproportionately to low satisfaction scores.

Insurance 40

Insurance Healthcare Tips CEM 40

Clarabridge

NOVEMBER 30, 2016

And even if you don’t have the resources to use your CEM processes internally, you can still impact employee experience. Executives are already thinking about this; a Gartner survey predicted that 89% of companies would be competing based on customer experience in 2016.

Customer Experience 40

Customer Experience CEM Employee Experience Customer Experience Management 40

SuiteCX

DECEMBER 22, 2015

8 Customer Experience Predictions for 2016. December 20, 2015 Customer Experience Management: 8 Customer Experience Predictions for 2016 As we move into a new business year, promising to be the most CX-­‐focused ever, we wanted to share some key predictions that we believe will come to pass: 1. suitecx ©2015, suitecx Inc.

Customer Experience 100

Customer Experience CEM Social Media Customer Journeys 100

Beyond Philosophy

APRIL 7, 2016

Now, in 2016, some still don’t. Join Beyond Philosophy for the Certified Advanced CEM Training. It is more than a fad; it’s the competitive differentiator you need at a time when competition is fierce and not likely to ease up anytime soon. When I started consulting back in 2002, no one knew what Customer Experience was.

Net Promoter Score 60

Net Promoter Score CEM Consulting Customer Satisfaction 60

Beyond Philosophy

APRIL 7, 2016

Now, in 2016, some still don’t. Join Beyond Philosophy for the Certified Advanced CEM Training. It is more than a fad; it’s the competitive differentiator you need at a time when competition is fierce and not likely to ease up anytime soon. When I started consulting back in 2002, no one knew what Customer Experience was.

Net Promoter Score 60

Net Promoter Score CEM Consulting Customer Satisfaction 60

Wootric CX Blog

JUNE 13, 2019

It is worth noting that approach is sometimes known as customer experience management (CXM or CEM). Furthermore, Kapost’s 2016 B2B Benchmark report found that only 12% of B2B marketers believe that they’re “very effective at delivering a consistent customer experience.”. So many acronyms!

Customer Experience 69

Customer Experience Communication CEM Data 69

Retently

AUGUST 9, 2018

The car didn’t sell well given that there was no exact research detailing how willing potential clients were to pay for it, and Fiat Chrysler ended up dropping the Dart in 2016. Why Is Customer Experience Management (CEM) So Important? Don’t forget – CEM is quite crucial when it comes to this.

Feedback 104

Feedback CEM Net Promoter Score Social Media 104

Experience Matters

APRIL 7, 2015

Watch this blog and my Twitter feed for an announcement about the 2016 CX Vendor Excellence Awards in January 2016. 1) Company overview: As a pioneer of customer experience management, ResponseTek is the global leader in enterprise CEM software, connecting over 500 million customers to the brands that serve them in over 60 countries.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Ian Williams

NOVEMBER 15, 2015

In fact, in a survey undertaken by Gartner in 2014, 89% of marketers stated that they expect to compete primarily on the basis of CX by the year 2016. Although it has only really been taken seriously within the past 15 years, many of the aspects and practices found within CEM (Customer Experience Management) go back a lot, lot further.

Customer Journeys 56

Customer Journeys CEM Exercises Brands 56

SurveySparrow

OCTOBER 25, 2019

CEM tools are part of every business that desires growth. Did you know that 33% of customers left business relationships in 2016 due to the absence of personalization? Customer Experience Strategy #25 Benefit from the right technology and tools. Every entrepreneur is fostering customer-centric tech in their organization.

Omni-Channel 77

Omni-Channel Strategy Customer Experience Customer Journeys 77

PeopleMetrics

OCTOBER 25, 2017

Market research shows that the Customer Experience Management (CEM) market is estimated to grow from USD 5.06 Billion in 2016 USD 13.18 The best CEM programs unify your entire enterprise around CX and the VoC. The most democratized CEM programs are usually also the most successful. Billion by 2021, at a CAGR of 21.1%.”

CEM 122

CEM Customer Experience Customer Centricity ROI 122

Gainsight

DECEMBER 23, 2019

At Pulse 2016, SaaStr’s Customer Success for Start-ups track was one of the most popular series of sessions in the entire conference. And you have to get alignment on the CEM otherwise it falters and sputters. This is a transcript of a really valuable panel featuring Jason Lemkin , Christina Shen , Adam Strong , and April Oman.

Customer Success 52

Customer Success How To Customers Sales 52