12 Principles of Successful #CEM Change Management

CX Journey

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.

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A Simple CEM Challenge

MaritzCX

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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(Re)Introducing Clarabridge CEM Solutions

Clarabridge

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. Clarabridge CEM solutions include: CX Analytics.

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(Re)Introducing Clarabridge CEM Solutions

Clarabridge

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. Clarabridge CEM solutions include: CX Analytics.

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A Simple CEM Challenge

MaritzCX

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

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VoE: How Employee Feedback Contributes to Your CEM Program

IntouchInsight

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.

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Good CEM Design Avoids Data Dump Dashboards

MaritzCX

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

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CEM in Telecoms Global Summit Launches 2017 Agenda

CSM Magazine

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!

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The VOC, CRM, & CEM Convergence

MaritzCX

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

CEM 100

The VOC, CRM, & CEM Convergence

MaritzCX

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

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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

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.

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Step 2 to 'CEM Greatness': Everyone Counts

Customer Interactions

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.

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Forget About the Wow. What Should You Fix NOW?

360Connext

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.

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C-Level Telco Speakers to Share Views on Implementing a Successful CEM Programme

CSM Magazine

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.

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Closing the Feedback Loop should be a Goal of Great CEM!

ServiceDock

Customer Feedback Closing the Feedback Loop CX Surveys

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The brand-perception value of CEM in the outsourced arena

Customer Interactions

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

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Step 1 to CEM Greatness: “March to the Beat”

Customer Interactions

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

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Getting CEM Buy-In at Large-Sized Businesses: 3 Tips from those in the Know

Clarabridge

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.

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Step 4 to CEM Greatness: “Take it to the Board”

Customer Interactions

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.

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Step 3 to ‘CEM Greatness’: Right Here, Right Now

Customer Interactions

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.

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New CEM HA Suite Provides Holistic Customer Experience Management

Customer Input

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

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How Telefonica O2 got Customer Experience & Services so Wrong, and 27 Principles to save O2 Chaotic Experience

eglobalis

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.

Close the Loop and Start Riding the Virtuous Cycle of CEM Success

Customer Interactions

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.

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Why Your Customer-Centric “Breakthrough” Is Not Working

360Connext

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.

CEM Maturity: Shrinking the Gap between ‘Novices’ and ‘Collaborators’

Customer Interactions

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

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Step 5 to CEM Greatness: Noise to Signal

Customer Interactions

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!

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The Do’s and Don’ts of Customer Experience Management

Jacada

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

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.

Your CX Efforts Are Failing. Here’s How to Make Them Work

Clarabridge

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?

How to Actually Close the Loop with Your Customers

Clarabridge

Customer Experience CEM Programs Clarabridge close loopClosing the Loop, or just checking the box – Are you truly engaging your customers? We’ve all learned how important customer satisfaction is. Highly engaged customers buy more, promote more, and demonstrate more loyalty.

CX Leaders: 5 Tips for Becoming a Customer-Centric Organization

IntouchInsight

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.

Journey Mapping: What Is It Good For? Absolutely Anything!

Forrester

Just as the light-bulb moment can be different for each person, the insights they deem most valuable can vary and include: Read more Categories: CEM. CEM Customer Experience Customer Experience Forum customer experience journey mapping customer journey journey mapping I recently had the pleasure of facilitating three customer journey mapping workshops for clients.

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7 Signs of Decline for the CX Movement in 2015

Beyond Philosophy

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

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.

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Is Your Customer Experience Accidental?

Beyond Philosophy

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.

6 Steps to a Great Apology

Beyond Philosophy

For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. Everyone makes mistakes.

Music: A Marketing Tool

Beyond Philosophy

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.

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The Role of CX in a Sales Culture

Beyond Philosophy

Blogs Customer Centricity Customer Experience Customer Retention Customer Satisfaction CEM Emotional Experience“ You can win more friends with your ears than with your mouth. People who feel like they’re being listened to feel accepted and appreciated.

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Are your Customer Experience Programs Just Another “Check the Box”?  Or is CX in your culture, your very DNA?

MaritzCX

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

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Philosophies to Improve Your Customer Experience in 2015

Beyond Philosophy

Blogs Customer Experience CEM CEO Conferences consultants consumer behaviour Customer Behaviour Customer experience customer experience industry customer experience management employee engagement There are many philosophies out there.

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