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A Simple CEM Challenge
MaritzCX
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.
CEM Related Topics 
A Simple CEM Challenge
MaritzCX
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.
A Simple CEM Challenge
MaritzCX
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. We can quickly run advanced multivariate, Bayesian, neural network, machine learning algorithms, and thousands of other advanced analytical techniques with the click of a few buttons to instantaneously reduce millions of. View Article
12 Principles of Successful #CEM Change Management
CX Journey
JANUARY 31, 2018
Image courtesy of Pixabay Change. It's inevitable. And it's hard. Many - as high as 70% of - change initiatives fail. But don't let that stat scare you. And don't let it change your attitude about what lies ahead. Don't let that become a self-fulfilling prophecy! You know you need to make the change.
Good CEM Design Avoids Data Dump Dashboards
MaritzCX
OCTOBER 19, 2012
How do you ensure your CEM integration efforts won’t fail? The concept of integration has the industry buzzing as it relates to customer experience management systems.
Good CEM Design Avoids Data Dump Dashboards
MaritzCX
OCTOBER 19, 2012
How do you ensure your CEM integration efforts won’t fail? The concept of integration has the industry buzzing as it relates to customer experience management systems. While there are many definitions of “data integration”, the one that seems to have prominence is the increasingly ubiquitous race to “put it all in one place.” The idea. View Article
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. while CEMs tell you why it's happening (why do prospects convert. That’s where CEM comes into play.
Can your CEM program win customers for life?
Clarabridge
OCTOBER 18, 2016
That’s how you use your CEM program to win customers for life. The post Can your CEM program win customers for life? Customer Experience CEM Programs Customer Engagement employee experienceEvery company’s customer experience team is going to have different goals.
VoE: How Employee Feedback Contributes to Your CEM Program
IntouchInsight
JUNE 2, 2017
You want to utilize all of your resources in order to have the most impact from your CEM (customer experience management) program , but there's one resource in particular that companies often forget to utilize - their employees. Customer Experience Management CEMWhile voice of the customer (VoC) feedback is a key part of improving customer experience, it’s also important to collect feedback through other channels.
The VOC, CRM, & CEM Convergence
MaritzCX
SEPTEMBER 15, 2009
At the Gartner CRM conference, presenters discussed the convergence between CRM, marketing, voice of the customer (VOC) and customer experience. There’s no doubt that business leaders are getting more savvy, but so is the technology. And, as business practitioners, we have the opportunity to use advanced technology to accomplish things that we have wished would happen for years. In the end though, the "raising of the game" by all practitioners and leaders must happen, too
The VOC, CRM, & CEM Convergence
MaritzCX
SEPTEMBER 15, 2009
At the Gartner CRM conference, presenters discussed the convergence between CRM, marketing, voice of the customer (VOC) and customer experience. There’s no doubt that business leaders are getting more savvy, but so is the technology. And, as business practitioners, we have the opportunity to use advanced technology to accomplish things that we have wished would happen for years. In the end though, the "raising of the game" by all practitioners and leaders must happen, too
The VOC, CRM, & CEM Convergence
MaritzCX
SEPTEMBER 15, 2009
At the Gartner CRM conference, presenters discussed the convergence between CRM, marketing, voice of the customer (VOC) and customer experience. There’s no doubt that business leaders are getting more savvy, but so is the technology. And, as business practitioners, we have the opportunity to use advanced technology to accomplish things that we have wished would happen for years. In the end though, the "raising of the game" by all practitioners and leaders must happen, too
Making Optimal Customer Experience A Focus of Your Company’s (And Your) Thinking and Doing: The Case for Foundation and Advanced CEM Training
Beyond Philosophy
FEBRUARY 5, 2015
The post Making Optimal Customer Experience A Focus of Your Company’s (And Your) Thinking and Doing: The Case for Foundation and Advanced CEM Training appeared first on Beyond Philosophy. Many b2b and b2c companies offer antiseptic, commoditized, vanilla experiences for customers.
Closing the Feedback Loop should be a Goal of Great CEM!
ServiceDock
DECEMBER 1, 2017
Customer Feedback Closing the Feedback Loop CX Surveys
CEM in Telecoms Global Summit Launches 2017 Agenda
CSM Magazine
SEPTEMBER 27, 2016
CX network in partnership with Telecoms IQ are extremely excited to announce that the agenda for CEM in Telecoms Global Summit 2017 is now available to download!
Step 2 to 'CEM Greatness': Everyone Counts
Customer Interactions
JULY 7, 2015
Back in February I blogged about Fizzback’s '5 Steps to 'CEM Greatness'' and how our methodology helps business to create the complete Customer Experience Management (CEM) Solution, capturing the Voice of the Customer and enabling the previously silent majority be heard.
Forget About the Wow. What Should You Fix NOW?
360Connext
JANUARY 8, 2018
Blog Customer Experience Featured Innovation CEM leadership strategy successCustomer experience repair and improvement can be completely overwhelming! There are so many areas to tackle. Those surveys don’t develop and send themselves.
The brand-perception value of CEM in the outsourced arena
Customer Interactions
JULY 7, 2015
With rapid growth in the blossoming CEM space comes a healthy pipeline of opportunities to work in a wide range of industries and with increasingly complex projects. One of the more common organisational scenarios we’re accustomed to deploying within is multi-tiered CEM driving performance management across both in-house operations and with outsourced partners
Step 1 to CEM Greatness: “March to the Beat”
Customer Interactions
JULY 7, 2015
Creating the ultimate Customer Experience Management (CEM) solution is a task which Fizzback prides itself on and in the coming weeks and months the Fizzback Blog will look into the 5 keys parts as outlined in the previous post “The 5 Steps to CEM Greatness”. CEM solutions too often only concentrate on the customer, and while this is of course an essential part of any solution it is only half the battle
Step 4 to CEM Greatness: “Take it to the Board”
Customer Interactions
JULY 7, 2015
Continuing the series 5 Steps to Customer Experience Management (CEM) Greatness, this week I will look at the fourth step, Take it to the Board! From Fizzback’s experience one of the most important parts of developing and implementing a successful CEM programme is having support across the whole of boardroom. Customer feedback used to be merely the realm of the insight team, but companies must move away from this traditional and outdated idea.
Getting CEM Buy-In at Large-Sized Businesses: 3 Tips from those in the Know
Clarabridge
AUGUST 26, 2015
Getting buy-in for a Customer Experience Management (CEM) program isn’t always easy. In order to build a foundation for a scalable and successful CEM program, you need buy-in from all levels of the organization.
Step 3 to ‘CEM Greatness’: Right Here, Right Now
Customer Interactions
JULY 7, 2015
It’s been too long since I blogged on one of the steps to ‘CEM Greatness’ so I thought that this week it was time to give the topic some deserved attention. Having previously looked at the first two steps, “March to the Beat” and “Everyone Counts” this week will focus on the third step; Right Here, Right Now. This step has two very important meanings: 1. Engage with customers as close as possible to the point of experience.
New CEM HA Suite Provides Holistic Customer Experience Management
Customer Input
APRIL 1, 2012
Customer input Ltd announces today the launch of CEM HA Suite, the first ever total customer experience management solution. It automates in-depth analysis of customer attitudes, behaviors and needs across all company touch-points and includes company policies and procedures management and training modules. Blog Customer input Journal CRM Customer Experience Software
C-Level Telco Speakers to Share Views on Implementing a Successful CEM Programme
CSM Magazine
JULY 27, 2015
Three C-Level telco speakers will be sharing their vital view on implementing a successful CEM programme at Customer Experience Management (CEM) in Telecoms World Summit 2015 which will be held from 13-14 August 2015 in Singapore.
Close the Loop and Start Riding the Virtuous Cycle of CEM Success
Customer Interactions
JULY 7, 2015
So you’ve taken the plunge into the world of Customer Experience Management (CEM), you’re regularly engaging with your customers and collecting feedback, but you’re not sure that you’re getting the most out of this new data. There is a long road between the first step of the CEM journey and the end goal of world class practice and only a handful of businesses get there on their own.
Why Your Customer-Centric “Breakthrough” Is Not Working
360Connext
MARCH 12, 2018
Blog CEM culture employee engagement leadership linkedin management strategyOnce upon a time, there was a leader. Maybe she looked like you and had your role. Or maybe he was the CEO. That leader had an epiphany about customer-centric culture.
How Telefonica O2 got Customer Experience & Services so Wrong, and 27 Principles to save O2 Chaotic Experience
eglobalis
FEBRUARY 5, 2018
Customer Experience Customer Relationship Humans Experience #CEM #USA #canada Bad services Customer experience Customer Services customer success CX Germany japan O2 rude services Telecommunications TelefonicaTo say that the marriage between Telefonica and O2 is bad, is an understatement.
CEM Maturity: Shrinking the Gap between ‘Novices’ and ‘Collaborators’
Customer Interactions
JULY 7, 2015
I think we’d all agree that in today’s market, the majority of companies have now tuned in to the fact that measuring and managing their customer experience is crucial to their future success and sustainability. Moving alongside this trend has been the emergence of more sophisticated and insightful tools to capture those measurements, from SMS surveys and alerts, to text analytics, customer journey trackers and Big Data predictive insights
Step 5 to CEM Greatness: Noise to Signal
Customer Interactions
JULY 7, 2015
So what about step 5? Noise to Signal is perhaps the most important of all the steps (saving the best till last and all that!), and it is the one step that is required before all the others. It is the difference between merely measuring performance and analysing and understanding it to drive improvement. As Fizzback like to say you can’t fatten the pig just by weighing it!
The Do’s and Don’ts of Customer Experience Management
Jacada
AUGUST 30, 2017
Here are some of the most important things that a CEM should (and should not) do. The customer experience manager is key to delivering the kind of service offering that can truly differentiate an organization. Read More. Jacada Blog
Why Operations Teams Should Care About Customer Experience Management
IntouchInsight
MARCH 23, 2017
First things first: before we tell you why your operations team should care about customer experience management (CEM), we’ll start by explaining what this term means, as it might be unfamiliar to you. Voice of the Customer Customer Experience Management CEMThen, we’ll go into more depth about this growing strategy and its relation to operational excellence and Intouch.
CX Leaders: 5 Tips for Becoming a Customer-Centric Organization
IntouchInsight
MAY 4, 2017
Customer Experience Management CEMIt’s no secret that people are resistant to change - and when it comes to organizational change, their resistance might be even stronger. This is one of the many challenges CX leaders face today as they are tasked with driving their company’s transformation to a customer-centric organization. Add this on top of challenges such as limited data sharing across the business, organizational silos, and teams not being aligned on customer needs.
Are your Customer Experience Programs Just Another “Check the Box”? Or is CX in your culture, your very DNA?
MaritzCX
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.
Are your Customer Experience Programs Just Another “Check the Box”? Or is CX in your culture, your very DNA?
MaritzCX
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
Your CX Efforts Are Failing. Here’s How to Make Them Work
Clarabridge
AUGUST 29, 2017
Maybe ‘failing’ was a strong word but here is the truth: Your CEM Program is only as good as how far you distribute the VOC data. Do you create report after report, visual after visual and never share it beyond your customer experience management (CEM) team?
7 Signs of Decline for the CX Movement in 2015
Beyond Philosophy
MARCH 16, 2015
For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. Customer Experience continued to be a dominant business issue throughout the world in 2014. We get many inquiries for our services globally.
Are you Irrational: 7 Questions to See If You Are Irrational?
Beyond Philosophy
MARCH 12, 2015
For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. I love watching what people, and Customers do.
Is Your Customer Experience Accidental?
Beyond Philosophy
JULY 30, 2015
Customer Experience Customer Loyalty Customer Satisfaction Emotional Experience Experience Design Uncategorized CEM Customer experience customer experiencesMost Customer Experiences are accidents—and unfortunately, they are not always happy ones.
Music: A Marketing Tool
Beyond Philosophy
FEBRUARY 2, 2015
Music has a unique effect on our brain, especially concerning memory. Apple brilliantly capitalizes on all of them in its holiday ad. When it comes to branding there might be no better way than using music to help a Customer remember your brand promise.
How to Create a Balanced Survey
MaritzCX
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.
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