Clarabridge

NOVEMBER 30, 2016

Managing the customer experience means mapping the customer journey , listening to feedback, analyzing data, acting on insights, and reporting on results. But there are 3 elements of customer experience that are often overlooked, and that make a big impact on how your customers see you.

Customer Experience 74

Customer Experience CEM Employee Experience Customer Experience Management 74

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. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. As CEO, he guides the company’s vision and strategy.

Leadership 70

Leadership ROI CEM How To 70

Clarabridge

SEPTEMBER 1, 2015

According to Aetna, 22 million people are expected to purchase individual healthcare coverage in 2016. Insurance companies now need to make sure that their customers are not only healthy, but also happy and want to stay with them. This change has led to many insurance companies investing in customer experience management.

Insurance 40

Insurance Healthcare Tips CEM 40

Clarabridge

NOVEMBER 30, 2016

Managing the customer experience means mapping the customer journey , listening to feedback, analyzing data, acting on insights, and reporting on results. But there are 3 elements of customer experience that are often overlooked, and that make a big impact on how your customers see you.

Customer Experience 40

Customer Experience CEM Employee Experience Customer Experience Management 40

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

Experience Matters

APRIL 7, 2015

The CxVE Awards were judged by five noted customer experience experts: Mila D’Antonio (Editor-in-Chief at 1to1 Media), Desirree Madison-Biggs (Customer Experience/NPS Programs Director at Airbnb.), Watch this blog and my Twitter feed for an announcement about the 2016 CX Vendor Excellence Awards in January 2016.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Wootric CX Blog

JUNE 13, 2019

Customer experience enablement is an holistic approach to improving CX by making foundational changes to both customer-facing and internal processes within a company. It is worth noting that approach is sometimes known as customer experience management (CXM or CEM). So many acronyms!

Customer Experience 69

Customer Experience Communication CEM Data 69