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. View Article.
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The Pragmatic Path to Composability: Creating Efficient Commerce Systems
Trending Sources
Good CEM Design Avoids Data Dump Dashboards
InMoment XI
OCTOBER 19, 2012
How do you ensure your CEM integration efforts won’t fail? View Article The concept of integration has the industry buzzing as it relates to customer experience management systems.
CEM 
200
200 
Good CEM Design Avoids Data Dump Dashboards
InMoment XI
OCTOBER 19, 2012
How do you ensure your CEM integration efforts won’t fail? View Article The concept of integration has the industry buzzing as it relates to customer experience management systems.
CEM 200
200 
Good CEM Design Avoids Data Dump Dashboards
InMoment XI
OCTOBER 19, 2012
How do you ensure your CEM integration efforts won’t fail? View Article The concept of integration has the industry buzzing as it relates to customer experience management systems.
CEM 200
200 
Are your Customer Experience Programs Just Another “Check the Box”? Or is CX in your culture, your very DNA?
InMoment XI
AUGUST 31, 2017
Think about it: MRP, MRP2, ERP, Employee Engagement, Performance Management, Enterprise systems, Distributed systems, CRM, CEM and CX, OPX, Six Sigma, layered with black, green, yellow belt versions, then LEAN Project Management, and CPIM, View Article.
CEM 200
200 Are your Customer Experience Programs Just Another “Check the Box”? Or is CX in your culture, your very DNA?
InMoment XI
AUGUST 31, 2017
Think about it: MRP, MRP2, ERP, Employee Engagement, Performance Management, Enterprise systems, Distributed systems, CRM, CEM and CX, OPX, Six Sigma, layered with black, green, yellow belt versions, then LEAN Project Management, and CPIM, View Article
CEM 200
200 How to Create a Balanced Survey
InMoment XI
NOVEMBER 15, 2016
It would be natural to assume that companies which invest in customer experience measurement (CEM) would put customer preferences at the top of the list, but this is not always the case. View Article. Companies do not consciously ignore customers in the survey process. Rather it’s more often a matter of doing what has come to be.
Survey 200
200 
How to Create a Balanced Survey
InMoment XI
NOVEMBER 15, 2016
It would be natural to assume that companies which invest in customer experience measurement (CEM) would put customer preferences at the top of the list, but this is not always the case. View Article Companies do not consciously ignore customers in the survey process. Rather it’s more often a matter of doing what has come to be.
Survey 200
200 
The Role of Customer Experience in Telco
Lumoa
JULY 21, 2022
This article will detail the importance of customer experience in telco (with a specific focus on the European market) and how it has been influenced by the global pandemic. Before delving any deeper, let’s take a moment to define telecom customer experience management (CEM or CXM) and how brands in this industry have historically performed.
What is Customer Engagement Marketing?
Oracle
APRIL 3, 2019
Enter customer engagement marketing (CEM). What is CEM? In an interview for this article, Paul Miser, CEO & Co-Founder, Chinatown Bureau, a digital strategy consulting agency, suggests that this approach helps brands fulfill customer expectations, too. ” So, how does a business begin to create a CEM strategy ?
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). He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Sean holds a Ph.D.
Measurement 210
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Professional Customer vs. Private Consumer: Aren’t We All Humans?
InMoment XI
OCTOBER 16, 2013
Moreover, market research and CEM in consumer markets is supposed to be more developed and professional as well as more advanced in terms of methods and techniques. View Article. B2B specialists tend to be the ugly ducklings that represent a relatively small portion of the overall business.
Consumers 200
200 
Professional Customer vs. Private Consumer: Aren’t We All Humans?
InMoment XI
OCTOBER 16, 2013
Moreover, market research and CEM in consumer markets is supposed to be more developed and professional as well as more advanced in terms of methods and techniques. View Article B2B specialists tend to be the ugly ducklings that represent a relatively small portion of the overall business.
Consumers 200
200 
Professional Customer vs. Private Consumer: Aren’t We All Humans?
InMoment XI
OCTOBER 16, 2013
Moreover, market research and CEM in consumer markets is supposed to be more developed and professional as well as more advanced in terms of methods and techniques. View Article B2B specialists tend to be the ugly ducklings that represent a relatively small portion of the overall business.
Consumers 200
200 
5 Strategies for CX Excellence
PeopleMetrics
JULY 20, 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. As CEO, he guides the company’s vision and strategy.
Strategy 163
163 
Customer Experience Articles
ClearAction
FEBRUARY 7, 2016
Customer Experience Articles. Customer experience articles. Peruse ClearAction articles, podcasts and webcasts, and ask how these best practices can be customized to your specific needs. Customer Experience is Decided by You article. Loyalty is Not Just for Customers article. Everybody Has a Customer article.
What is the purpose of customer experience management?
ViiBE Blog
AUGUST 17, 2021
Share this article. Share this article. What's the meaning of customer experience management (CEM)? Customer experience management (CEM) stands for efforts organizations takes to make the customer experience and customer journey as seamless and resolute as possible. Natalia Barszcz. August 17, 2021. Share on facebook.
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. As CEO, he guides the company’s vision and strategy.
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. As CEO, he guides the company’s vision and strategy.
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. As CEO, he guides the company’s vision and strategy.
CEM 117
117 
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. As CEO, he guides the company’s vision and strategy.
Survey 71
71 
Mobile is disrupting the traditional customer journey and more CX stories you should read
iPerceptions
OCTOBER 2, 2018
Summer has seemingly flown us by, and with it many more great articles, tips and stats to help enlighten any Customer Experience (CX) professional in their CEM efforts.
CEM 59
59 
Lesson #10: B2B VoC and B2C VoC Are Completely Different
PeopleMetrics
JUNE 4, 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. As CEO, he guides the company’s vision and strategy.
B2C 122
122 
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. As CEO, he guides the company’s vision and strategy.
CEM 121
121 
Lesson #9: VoC Programs Are Not Old-School CSAT Tracks
PeopleMetrics
FEBRUARY 20, 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. As CEO, he guides the company’s vision and strategy.
CEM 94
94 
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. As CEO, he guides the company’s vision and strategy.
NPS 82
82 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. As CEO, he guides the company’s vision and strategy.
Touchpoint 91
91 
Staying Ahead of the Competition
CX Journey
JANUARY 19, 2017
I recently did an interview with someone for an article she was writing, and one of the questions was about competition and how to best research the competition. I'll share the link here once the article is published.) I’m a huge believer in innovate, don’t imitate. Deliver a unique and differentiated experience.
CEM 80
80 
Communicate, Communicate, Communicate — To All Internal Stakeholders — Or You Will Regret It
PeopleMetrics
NOVEMBER 22, 2019
I’ve seen companies do actual internal marketing campaigns, with posters in every office, intranet articles and blog posts written by executives, and town hall meetings — complete with skits demonstrating good and bad customer experiences! As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.
The One Relationship That Determines The Success of Your VoC Program
PeopleMetrics
DECEMBER 27, 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. As CEO, he guides the company’s vision and strategy.
CEM 82
82 
#CXSecrets: Use Internal Benchmarking to Quickly Enhance CX
PeopleMetrics
MARCH 12, 2018
Print this article. 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. More #CXSecrets.
#CXSecrets: Collecting Feedback IS a Touchpoint
PeopleMetrics
MARCH 26, 2018
Print this article. 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. More #CXSecrets.
Touchpoint 86
86 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. As CEO, he guides the company’s vision and strategy.
CEM 48
48 
Telecom Nightmares
Sampson Lee
FEBRUARY 15, 2015
I travel around the world to deliver our global CEM certification program, attendees from over 60 countries on six continents have one thing in common: they have no difficulty sharing their own telecom nightmares, no matter where they live! Article Customer Experience Editor''s Pick Service and Support'
CEM 72
72 
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. As CEO, he guides the company’s vision and strategy.
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. As CEO, he guides the company’s vision and strategy.
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
70 
#CXSecrets: Don't Limit Feedback Opportunities
PeopleMetrics
MARCH 21, 2018
Print this article. 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. More #CXSecrets.
Feedback 82
82 
8 Customer Experience Tools for IT Companies
CSM Magazine
FEBRUARY 22, 2022
Customer experience management (CEM) consists of managing all these interactions to insure that customers’ perceptions are positive and consistent over time, leading them to remain loyal to your brand. You can create an interactive help centre knowledge base by uploading articles and tutorials for self-service. Conclusion.
Tools 52
52 
What is a good Net Promoter Score?
Lumoa
SEPTEMBER 16, 2022
In this article, we will share some good tips on how you should manage and utilize NPS benchmarks. They are mostly available on many Customer Experience Management (CEM) platforms and are open to the public. NPS is a very sought-after resource that many companies want to use when setting goals for their own NPS strategy.
25 Staff Appreciation and Recognition Ideas That Won't Break the Bank
PeopleMetrics
DECEMBER 12, 2019
As psychologist Tom Muha wrote in an article for The Capital, recent polls show that “only 29% of employees in a typical company are actively engaged in their job.”. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Sean holds a Ph.D.
Banking 91
91 CX Secrets: The Importance of Aligning CX with Marketing
PeopleMetrics
FEBRUARY 21, 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.
Marketing 67
67 
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