Alliance by IFS

MARCH 6, 2019

Watch the Aberdeen on-demand webinar ‘State of Service 2019’ to learn what it takes to be a best-in-class service leader. But with technological advancements and customer demand in new and consistent experience across multiple different channels (e.g., The role of knowledge management in service excellence.

CEM 90

CEM Self Service Customer Satisfaction Technology 90

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

PeopleMetrics

JUNE 18, 2019

What CX lessons have you learned in 2019? Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Contact PeopleMetrics: About the Author.

CEM 48

CEM Chatbots Voice of Customer Software 48

PeopleMetrics

JUNE 26, 2019

Yet despite these technological advancements, it appears that many of those charged with leading these initiatives are too focused on polished, buzzword - laden tools , and are in turn losing focus of why these programs exist in the first place – t o enhance the c ustomer experience. Why are we measuring engagement but not resolution?

Chatbots 115

Chatbots Self Service Net Promoter Score CEM 115

SurveySensum

JULY 25, 2019

Do you know every bad experience is the lost revenue for your business of that specific customer? It’s 2019, CX is trending and becoming more important now than ever. In this new era, the experience is the differentiator, not the brand. Nevertheless, it’s the key to your Customer Experience Management (CEM) efforts.

Feedback 74

Feedback Tips Net Promoter Score CEM 74

PeopleMetrics

AUGUST 7, 2019

Watermark Consulting , a US-based customer experience advisory firm, analyzed the stock market returns of the Top 10 and Bottom 10 publicly traded companies in Forrester’s Customer Experience Index for their Customer Experience ROI Study (2019). As CEO, he guides the company’s vision and strategy.

Leadership 70

Leadership ROI CEM How To 70

ShepHyken

MAY 20, 2019

20 Ways to Improve Customer Experience Management by Call Centre Helper. Call Centre Helper) Our panel of experienced managers discuss how you can improve customer experience management (CEM) after we quickly define what is meant by the term. Follow on Twitter: @Hyken.

Customer Service 22

Customer Service CEM Employee Experience Fashion 22