A Simple CEM Challenge
InMoment XI
APRIL 21, 2014
As CEM professionals, market researchers, and data scientists we sometimes get caught up and enamored with the powerful analytics that are at our disposal.
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How To Craft Your Perfect Retail Tech Stack
How to Optimize Call Monitoring: Automate QA and Elevate Customer Experience
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Defining the Value of Customer Experience: A Guide for Creating CX ROI in A Constantly Changing World
Experience Investigators by 360Connext
APRIL 23, 2024
CX leaders today face a long list of challenges, including adapting to a dynamic market environment and ensuring every stakeholder, supervisor, and employee in the business is aligned with the customer-centric vision. Understanding Customer Experience Management (CEM) Let’s start at the beginning. But, leaders, take a deep breath!
ROI 
260
260 
CEMs vs. CRMs (And Why You Need Both)
PeopleMetrics
DECEMBER 12, 2017
“Customer Experience Management (CEM) and Customer Relationship Management (CRM) are the same, right?”. While it may be true that at their core, both systems revolve around the key interactions a customer has with your brand, CRMs and CEMs serve distinctly different purposes and operate from two contrasting angles.
CEM 84
84 
Must-Have Customer Experience Management Skills for CX Professionals
Lumoa
SEPTEMBER 8, 2021
The barrier to entry is lower than ever, and new competitors are entering the market every day. The Next Generation of CEM Today, product and service changes are typically driven by interviewing key clients, running surveys, or hosting customer advisory meetings. All of these contain valuable insights into your customer experience.
Webinar: Driving Action, not just Insights
CloudCherry
OCTOBER 10, 2018
Tempkin refers to the wealth of information that most companies are collecting as “descriptive analytics.” The future of customer experience involves taking this valuable data from across the business (including surveys, usage data, and customer conversations) into a CEM and having it give you exactly the right actions to take.
CEM 150
150 
Webinar: Driving Action, not just Insights
CloudCherry
OCTOBER 10, 2018
Tempkin refers to the wealth of information that most companies are collecting as “descriptive analytics.” The future of customer experience involves taking this valuable data from across the business (including surveys, usage data, and customer conversations) into a CEM and having it give you exactly the right actions to take.
CEM 150
150 
(Re)Introducing Clarabridge CEM Solutions
Clarabridge
DECEMBER 21, 2016
We have been busy in 2016, making sure Clarabridge CEM solutions fit our customers’ needs. The Clarabridge CX Suite is the full collection of customer experience management (CEM) solutions offered by Clarabridge. We use advanced analysis, including industry-leading text analytics, to understand what customers are talking about.
CEM 40
40 
(Re)Introducing Clarabridge CEM Solutions
Clarabridge
DECEMBER 21, 2016
We have been busy in 2016, making sure Clarabridge CEM solutions fit our customers’ needs. The Clarabridge CX Suite is the full collection of customer experience management (CEM) solutions offered by Clarabridge. We use advanced analysis, including industry-leading text analytics, to understand what customers are talking about.
CEM 40
40 
Lesson #2: CX Measurement Is Hot, But It's Not What You Think It Is
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). As I mentioned in Lesson 1 and will dive into deeply in Lesson 8, VoC is not market research. Market Research vs. VoC. Different Purpose, Different Audience.
Measurement 210
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Identify the Right Technology to Support Customer Experience Programs
Centriam Customer Experience Lab
APRIL 11, 2018
Scott Brinker's most recent Marketing Technology Landscape famously touts 5,381 different software solutions. This bewilderment is further fanned by aggressive marketing and an alphabet soup of technology acronyms. Do you need a CCCM, a DMH, an EFM, or a CEM?
Technology 218
218 Whitepaper: The Five Core Pillars for Your CEM Strategy
Responsetek
MAY 8, 2018
Customer Experience Management (CEM) is a methodology of measuring business performance based on the voice of the customer at all touch points in order to drive continuous customer-focused improvements. FIVE CRITICAL PILLARS FOR DESIGNING AN EFFECTIVE CEM PROGRAM. What are the goals and timing for the CEM program? INTRODUCTION.
CEM 40
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Lesson #4: Text Analytics Is More Than A VoC Feature; It's An Absolute Must-Have
PeopleMetrics
JULY 31, 2018
Enter text analytics. An approach to unstructured data analysis made popular with market researchers is called open-ended coding. Then market researchers create a report that quantities these comments—such as 43% of people mentioned Wi-Fi as a problem, 16% mentioned the spa as an issue, and so on. Machines (Text Analytics).
Analytics 79
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5 Strategies for CX Excellence
PeopleMetrics
JULY 20, 2020
This one comes as a shock to many who are used to anonymous market research surveys, but customers in 2020 WANT you to know if they had a poor experience and EXPECT you to follow up to make it right. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform.
Strategy 163
163 
The Ecosystem of CX Solutions
SuiteCX
FEBRUARY 18, 2020
The confusing part is that a number of tools all call themselves “Customer Journey Tools” which tends to muddy the market. Here’s what we see as the distinct market segments operating under the customer experience/journey banner: 1. They focus primarily on enterprise, strategic level insights, and actions.
What is the purpose of customer experience management?
ViiBE Blog
AUGUST 17, 2021
Customer experience is one of the most important factors defining the future growth of every company and organization – after all, no marketing strategy works better than positive word-of-mouth of those who have already used the business’ services and are happy about their experience. Why track customer experience analytics?
Journey Analytics: The Key to Your Customer Journey Map
Clarabridge
NOVEMBER 9, 2016
To truly unlock the potential of a customer journey map, you need to understand the role of journey analytics. That’s where journey analytics comes in. Journey analytics lets you understand exactly what the customer thinks and feels at each step of the journey. Apply text analytics and sentiment analysis, and you’re on your way.
Die Customer Experience Professional Association gibt es jetzt auch in Deutschland, Österreich und der Schweiz – und wir brauchen Ihre Beteiligung.
eglobalis
SEPTEMBER 30, 2017
Die CXPA unterstützt die berufliche Weiterentwicklung ihrer Mitglieder und fördert die Bereiche Customer Experience, Customer Insight, People Experience, Analytics, Sales, Marketing und Care. Vernetzung Ihrer Unternehmung mit den besten Fachleuten und CX-/CEM-Managern. Webinare, Panels und andere Online-Learning-Tools.
Now Customer Experience Professional Association is also in our DACH region in Germany, Switzerland and Austria and We Need Your Participation
eglobalis
OCTOBER 1, 2017
The CXPA supports the professional development of its members and advances the field of Customer Experience, Customer Insights, People Experience, Analytics, Sales, Marketing and Care. Introducing your company to the best experts and CX and CEM Leaders. Certified Customer Experience CCXP Certification program.
CX Secrets: The Importance of Aligning CX with Marketing
PeopleMetrics
FEBRUARY 21, 2018
Customer Experience often lives within Marketing, but that doesn't necessarily mean that the two are always aligned. There is even more room for disparity when CX lives in departments other than Marketing. At PeopleMetrics, we advise our clients to bring customer experience together with marketing. Know Your Meme.
Marketing 67
67 
Lesson #10: B2B VoC and B2C VoC Are Completely Different
PeopleMetrics
JUNE 4, 2019
And, through text analytics and other real-time reporting analytical approaches, answers to key questions are immediate. TEXT ANALYTICS: N/A. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. VOLUME: Small. SOCIAL: N/A. Sean holds a Ph.D.
B2C 122
122 
Best Practices in Communications to Improve Employee Experience
PeopleMetrics
MAY 13, 2020
He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. 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.
What Is CEM? Which Are the Top 10 CEM Platforms?
SmartKarrot
JUNE 30, 2020
Customer experience management, or CEM as it’s called, is when you manage the interactions of your customers using touchpoints. When you understand what is CEM and CEM platforms, you ensure that your customers achieve success. . A quality CEM platform will do most of the work for you. . Top 10 CEM Platforms .
CEM 10
10 
A Bonus Recommendation for Reopening Your VoC Program
PeopleMetrics
JULY 13, 2020
He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. 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.
CEM 71
71 
Lesson #7: CX Is NOT The Same As Customer Service. Know The Difference.
PeopleMetrics
AUGUST 31, 2018
He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. 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.
CEM 117
117 
Journey Analytics: The Key to Your Customer Journey Map
Clarabridge
NOVEMBER 9, 2016
To truly unlock the potential of a customer journey map, you need to understand the role of journey analytics. That’s where journey analytics comes in. Journey analytics lets you understand exactly what the customer thinks and feels at each step of the journey. Apply text analytics and sentiment analysis, and you’re on your way.
The Role of a Customer Experience Manager: Exploring the Power of CX
SurveySparrow
JUNE 30, 2023
“Customer experience is the new marketing.” These are the results of meticulous planning and execution by customer experience managers (CEMs). product, marketing, and sales) to address customer concerns. Holding a degree in fields like business management or marketing can enhance your earning potential.
How to Write a Really Bad Survey
PeopleMetrics
JULY 29, 2020
He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. 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.
Survey 71
71 
The One Relationship That Determines The Success of Your VoC Program
PeopleMetrics
DECEMBER 27, 2019
If not, look to your company's business analytics and/or business intelligence department. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. in Business Administration with a specialization in marketing science from Temple University in Philadelphia.
CEM 82
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5 Recommendations for Reopening your VoC Program
PeopleMetrics
JUNE 29, 2020
He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. 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.
CEM 121
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Lesson #9: VoC Programs Are Not Old-School CSAT Tracks
PeopleMetrics
FEBRUARY 20, 2019
Ten-plus years ago, market research firms offered what was called customer satisfaction tracking, or CSAT for short. Compare this approach to how market research firms operated: they called customers according to their schedules— whenever their call center employees could work and whatever time period the survey was in the “field.”.
CEM 94
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10 Best Customer Experience Management Software Companies 2024
SurveySensum
MARCH 20, 2024
For seasoned professionals, the tool comes with advanced features such as advanced text analytics software, analytical dashboards, cross-tab analysis, real-time ticketing system (for closed loop), ease of DIY, better visualization, and more. Hubspot HubSpot is a offers comprehensive suite of Sales, Services, Marketing, and Operations.
The Science of Predictive Customer Experience Management
CloudCherry
JULY 18, 2018
One of the most popular measures of customer experience is the Net Promoter Score (NPS), which is a measure of loyalty to your brand and an effective method to determine customer likelihood to repurchase, refer friends and family, and resist market pressure to deflect to a competitor. Download The Data Science of CEM.
Lesson #6: You Have To Use NPS, But You Should Also Include Other Measures of CX In A Transactional VoC Survey
PeopleMetrics
AUGUST 21, 2018
He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. 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.
NPS 82
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If you want a consistent experience across all touchpoints, you must ask for customer feedback at each one
PeopleMetrics
SEPTEMBER 12, 2019
He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. 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.
Touchpoint 91
91 
Communicate, Communicate, Communicate — To All Internal Stakeholders — Or You Will Regret It
PeopleMetrics
NOVEMBER 22, 2019
A great VoC program communicator has the same mindset as a marketing professional. You have to think about marketing VoC to your organization the same way you would market a new product or service to your customers. VoC is not the same as Market Research. Market researchers are centrally located in one department.
A Bonus Lesson from Listen or Die
PeopleMetrics
JUNE 18, 2019
He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. 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.
CEM 48
48 
Build Your VoC Program From Where You Are: Part 1 - Building Phase
PeopleMetrics
JUNE 17, 2020
He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. 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.
CEM 83
83 Survey Health Is Everything. The Success of Your VoC Program (And Probably Your Job) Depends on It.
PeopleMetrics
OCTOBER 29, 2019
He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. 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.
Survey 61
61 
Introducing CX Secrets with Sean McDade
PeopleMetrics
FEBRUARY 2, 2018
Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. 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.
CEM 70
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#CXSecrets: Use Internal Benchmarking to Quickly Enhance CX
PeopleMetrics
MARCH 12, 2018
Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. 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.
#CXSecrets: Collecting Feedback IS a Touchpoint
PeopleMetrics
MARCH 26, 2018
Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. 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.
Touchpoint 86
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How to Gain Leadership Buy-In for VoC. HINT: Show Them The $$$
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). Look inside at CLV to determine ROI. As CEO, he guides the company’s vision and strategy.
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