CloudCherry

AUGUST 30, 2018

With advanced predictive analytics , customer experience leaders can pinpoint exactly what they need to do to move the needle and drive ROI. You have to staff the phone lines and email inboxes, and hiring more contact center employees costs money. These changes are frequently led by your CEM.

Strategy 150

Strategy NPS Analytics Analysis 150

PeopleMetrics

FEBRUARY 21, 2018

If you're in multiple channels (which most brands are), the website experience should be consistent with the in-person experience should be consistent with the contact center experience, and so on. Customers will not be happy, they won't come back, and you won't get the ROI from your Voice of Customer program. More #CXSecrets.

Marketing 67

Marketing CEM Advertising Video 67

Experience Matters

APRIL 7, 2015

We help businesses mature their program over time with expert consulting services. We speak, blog, write industry articles, consult with clients and develop methodologies and documentation to improve our client’s VoC/CX practices. Our services team has helped with over 1,000 customer experience management initiatives. ResponseTek.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

PeopleMetrics

MARCH 16, 2020

Taking action on an individual customer response to a survey about a recent experience is the most direct evidence of ROI for VoC programs. When a contact center representative fails to resolve a customer issue in the expected time frame. What are some common instances that trigger a recover alert ? When food is served cold.

CEM 78

CEM ROI Contact Center Survey 78

Clarabridge

MARCH 21, 2017

And while customer experience management (CEM) activities should be data-driven, it is hard to figure out which data to use. What will make the most impact as you expand your CEM program? Focus on high volume sources to demonstrate ROI. So pick high volume sources like Contact Center recordings (Speech to Text).

Omni-Channel 61

Omni-Channel CEM Data Customer Experience 61