CEM, Consulting and Customer Experience Management

10 Best Customer Experience Management Software Companies 2024

SurveySensum

MARCH 20, 2024

If this is not enough to convince you then get this – customer-centric brands report profits that are 60% higher than those that fail to focus on CX. Now, understand the importance of creating a positive customer experience for your customers. Well, Customer Experience Management is the solution!

Customer Experience Management

Customer Experience Management Software Company Customer Experience

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). A consulting firm mentioned in the introduction, Forrester , coined a third term: customer feedback management (CFM).

Measurement

Measurement CEM Telecommunications Wireless

Lesson #8: VoC Is Not The Same Thing As Market Research, But They're Converging

PeopleMetrics

SEPTEMBER 24, 2018

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Sean has over 20 years of experience helping companies measure and improve the customer experience. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

CEM

CEM Marketing Advertising Study

Webinars

How Retailers Are Transforming Customer Experiences with Data & AI

Turn Payments Into Personalization: Unlock the Value of Transaction Data

MORE WEBINARS

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. Sean has over 20 years of experience helping companies measure and improve the customer experience. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

Strategy

Strategy CEM Touchpoint Customer Centricity

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

We believe, and have demonstrated for our clients, that focused instruction and certification in contemporary customer experience methods can go far in making employees and companies world-class. Our training programs, facilitated by leading authorities, include: Foundation Customer Experience Management.

CEM

CEM Omni-Channel Training Customer Experience

CEM Insights: When it comes to Omni-Channel Consistency, the Customer is Always Right

Responsetek

MAY 3, 2018

With today’s socially connected consumer, the backlash is signifi cant from being perceived as paying lip service to customer feedback. Avoid this risk by partnering with a reputable CEM platf orm provider with deep experience set in your industry. Collect real-time feedback from all your customer channels.

Omni-Channel

Omni-Channel CEM Loyalty Programs Roadmap

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. Rebecca Eclipse, Chief Customer Experience Officer, Globe Telecom, Philippines.

CEM

CEM Case Study e-support Study

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. Sean has over 20 years of experience helping companies measure and improve the customer experience. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

Employee Experience

Employee Experience Communication CEM e-support

Closing the Loop on Alerts Provides Immediate ROI. Get It Right!

PeopleMetrics

MARCH 4, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Sean has over 20 years of experience helping companies measure and improve the customer experience. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

ROI

ROI CEM Software Feedback

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. Sean has over 20 years of experience helping companies measure and improve the customer experience. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

CEM

CEM Video Social Media Survey

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. Sean has over 20 years of experience helping companies measure and improve the customer experience. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

CEM

CEM Touchpoint Customer Service Exercises

Run Root Cause Analysis (RCA) After Every Recover Alert — It's Worth Every Penny and All The Pain

PeopleMetrics

MAY 28, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Sean has over 20 years of experience helping companies measure and improve the customer experience. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

Analysis

Analysis CEM ROI e-support

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. Sean has over 20 years of experience helping companies measure and improve the customer experience. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

Survey

Survey Net Promoter Score CEM How To

Customer Experience is a waste of time – part 1…

Ian Williams

JUNE 10, 2019

Well, kind of… Now, this initial statement might just appear to be career suicide for someone positioning themselves as a Customer Experience Management practitioner, however that is not the intention. It is very difficult to argue against the principle of Customer Experience Management. Do I mean it?

CEM

CEM Customer Experience Culture Customer Experience Management

Customer Experience is a waste of time – part 3

Ian Williams

JUNE 10, 2019

Is the problem Customer Experience itself or the way in which it’s being done? In part 3 we look at Maturity, CET vs. CEM and CX done as an IT/ Systems implementation. . CET vs. CEM. One key consideration is the lack of differentiation between transformation & management.

CEM

CEM Customer Experience Consulting System

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. Sean has over 20 years of experience helping companies measure and improve the customer experience. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

B2C

B2C B2B CEM Airlines

CX Secrets: Not measuring CX is like not counting your money

PeopleMetrics

MARCH 1, 2018

Customer feedback is a leading indicator that will tell you how much revenue you're going to be receiving 2 months from now, 6 months from now, a year from now. Customer Experience Management (CEM), as it's often called, is absolutely vital for every company to have. Final thought. More #CXSecrets.

Measurement

Measurement CEM Touchpoint Video

Alerts Are For More Than Recovering From Poor Experiences. Remember to Recognize Your Stars Too.

PeopleMetrics

JUNE 8, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Sean has over 20 years of experience helping companies measure and improve the customer experience. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

CEM

CEM Infographics Employee Engagement Culture

10 Customer Experience Statistics that your Business should know!

SurveySensum

JULY 9, 2019

In the present era, there is a reason why brands are investing more in AI technologies to provide better customer experience. Because real-time customer experience management (CEM) has become the key focus to drive revenue to the business and reduce churn rate. Source: Journal of Governance and Regulation).

CEM

CEM Customer Experience Customer Experience Management Study

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. Sean has over 20 years of experience helping companies measure and improve the customer experience. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

CEM

CEM NPS Hotels Survey

Customer Centric Decisions

ClearAction

DECEMBER 16, 2017

As customer’s circumstances and preferences evolve, firms can do best by stepping into the customer’s shoes and innovating business models, processes, and value from the customer’s perspective. Customer experience management is a discipline that’s sorely needed in every industry.

Customer Centricity

Customer Centricity CEM Conference Policies

Customer Experience: The Evolution and The Revolution

Maru/HUB

JANUARY 17, 2018

MarketsandMarkets forecast the global customer experience management (CEM) market to grow from $3.77 billion by 2019, the customer analytics market from $1,623.2 Today’s Customer Experience analytics programmes are substantial investments to businesses and therefore demand ROI. billion in 2014 to $8.39

Customer Experience

Customer Experience CEM Omni-Channel ROI

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. Sean has over 20 years of experience helping companies measure and improve the customer experience. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

NPS

NPS Measurement CEM Survey

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. Sean has over 20 years of experience helping companies measure and improve the customer experience. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

CEM

CEM Software Feedback Call Center

The 3 Most Valuable Types of VoC Alerts

PeopleMetrics

MARCH 16, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Sean has over 20 years of experience helping companies measure and improve the customer experience. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

CEM

CEM ROI Contact Center Survey

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. Sean has over 20 years of experience helping companies measure and improve the customer experience. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

Touchpoint

Touchpoint Feedback CEM Customer Experience

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. Sean has over 20 years of experience helping companies measure and improve the customer experience. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

CEM

CEM Telecommunications Software Analytics

Customer Care … CRM … Customer Experience — What’s the Difference?

ClearAction

DECEMBER 14, 2017

Customer Care … CRM … Customer Experience — What’s the Difference? Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? The purpose of any organization is to serve a customer need. Indeed, CEM encompasses all of these practices, and more.

Customer Care

Customer Care CRM Customer Experience CEM

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. Sean has over 20 years of experience helping companies measure and improve the customer experience. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

CEM

CEM Chatbots Voice of Customer Software

The Case FOR Customer Experience as a Business Strategy

Horizon CX

SEPTEMBER 30, 2013

Investment in Customer Experience is what some organizations have recently discovered and here are some key points just published by UK-based Syngro that make the case FOR Customer Experience as a strategy.

Strategy

Strategy CEM Customer Experience Banking

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. Sean has over 20 years of experience helping companies measure and improve the customer experience. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

CEM

CEM Touchpoint NPS Survey

Communicate, Communicate, Communicate — To All Internal Stakeholders — Or You Will Regret It

PeopleMetrics

NOVEMBER 22, 2019

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Sean has over 20 years of experience helping companies measure and improve the customer experience. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

Communication

Communication CEM Touchpoint Software

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. Sean has over 20 years of experience helping companies measure and improve the customer experience. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

Survey

Survey CEM B2C Measurement

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. Sean has over 20 years of experience helping companies measure and improve the customer experience. As CEO, he guides the company’s vision and strategy.

CEM

CEM Video Measurement Software

#CXSecrets: Use Your VoC Program to Quickly Answer Strategic Market Research Questions

PeopleMetrics

APRIL 9, 2018

Voice of Customer (VoC) programs (also known as Customer Experience Management (CEM) programs) are becoming the single source of truth for most organizations with regard to how the customer feels about their experience with a given company. The single source of truth. Sean holds a Ph.D.

CEM

CEM Marketing Voice of Customer Video

Customer Experience is a waste of time – part 2

Ian Williams

JUNE 10, 2019

So the message from the CEO has to be clear, consistent, reasoned and forceful; and their senior team not only have to echo that sentiment, but also have to have the strength to be able to guide/ force that sentiment through the middle management layers as well. Under these circumstances, CEM is destined to fail.

CEM

CEM Customer Experience Leadership Consulting

#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. Sean has over 20 years of experience helping companies measure and improve the customer experience. As CEO, he guides the company’s vision and strategy.

Net Promoter Score

Net Promoter Score CEM Video Hotels

How to Gain Leadership Buy-In for VoC. HINT: Show Them The $$$

PeopleMetrics

AUGUST 7, 2019

2016) that provides compelling ROI evidence that CX matters, including the ability to charge a higher price when you deliver a better customer experience. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Sean holds a Ph.D.

Leadership

Leadership ROI CEM How To

#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. Sean has over 20 years of experience helping companies measure and improve the customer experience. As CEO, he guides the company’s vision and strategy.

Touchpoint

Touchpoint Feedback CEM Call Center

How to Tie Compensation to Your VoC Program

PeopleMetrics

JULY 24, 2019

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Sean has over 20 years of experience helping companies measure and improve the customer experience. As CEO, he guides the company’s vision and strategy. Sean holds a Ph.D.

CEM

CEM How To Hotels NPS

Do You Harness the Power of Habit in Your Marketing Yet?

Beyond Philosophy

NOVEMBER 11, 2014

Watch out this space as in a subsequent blog we’ll give advice on the different ways to change a habit… Blogs CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience (..)

Net Promoter Score

Net Promoter Score Marketing CEM Social Media

25 Staff Appreciation and Recognition Ideas That Won't Break the Bank

PeopleMetrics

DECEMBER 12, 2019

Designate successful teams and employees as office consultants. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Sean has over 20 years of experience helping companies measure and improve the customer experience.

Banking

Banking CEM Employee Experience Rewards Programs

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. Sean has over 20 years of experience helping companies measure and improve the customer experience. As CEO, he guides the company’s vision and strategy.

Marketing

Marketing CEM Advertising Video

Choose the Right Customer Experience Data to Make a Difference

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? What is the right customer experience data to measure? Big data can be overwhelming. It’s just…well, big.

Omni-Channel

Omni-Channel CEM Data Customer Experience

10 Best Customer Experience Management Software Companies 2024

Lesson #2: CX Measurement Is Hot, But It's Not What You Think It Is

Webinars

Trending Sources

Lesson #8: VoC Is Not The Same Thing As Market Research, But They're Converging

Webinars

5 Strategies for CX Excellence

Making Optimal Customer Experience A Focus of Your Company’s (And Your) Thinking and Doing: The Case for Foundation and Advanced CEM Training

CEM Insights: When it comes to Omni-Channel Consistency, the Customer is Always Right

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

Best Practices in Communications to Improve Employee Experience

Closing the Loop on Alerts Provides Immediate ROI. Get It Right!

A Bonus Recommendation for Reopening Your VoC Program

Lesson #7: CX Is NOT The Same As Customer Service. Know The Difference.

Run Root Cause Analysis (RCA) After Every Recover Alert — It's Worth Every Penny and All The Pain

How to Write a Really Bad Survey

Customer Experience is a waste of time – part 1…

Customer Experience is a waste of time – part 3

Lesson #10: B2B VoC and B2C VoC Are Completely Different

CX Secrets: Not measuring CX is like not counting your money

Alerts Are For More Than Recovering From Poor Experiences. Remember to Recognize Your Stars Too.

10 Customer Experience Statistics that your Business should know!

5 Recommendations for Reopening your VoC Program

Customer Centric Decisions

Customer Experience: The Evolution and The Revolution

Lesson #6: You Have To Use NPS, But You Should Also Include Other Measures of CX In A Transactional VoC Survey

Lesson #9: VoC Programs Are Not Old-School CSAT Tracks

The 3 Most Valuable Types of VoC Alerts

If you want a consistent experience across all touchpoints, you must ask for customer feedback at each one

The One Relationship That Determines The Success of Your VoC Program

Customer Care … CRM … Customer Experience — What’s the Difference?

A Bonus Lesson from Listen or Die

The Case FOR Customer Experience as a Business Strategy

Build Your VoC Program From Where You Are: Part 1 - Building Phase

Communicate, Communicate, Communicate — To All Internal Stakeholders — Or You Will Regret It

Survey Health Is Everything. The Success of Your VoC Program (And Probably Your Job) Depends on It.

Introducing CX Secrets with Sean McDade

#CXSecrets: Use Your VoC Program to Quickly Answer Strategic Market Research Questions

Customer Experience is a waste of time – part 2

#CXSecrets: Use Internal Benchmarking to Quickly Enhance CX

How to Gain Leadership Buy-In for VoC. HINT: Show Them The $$$

#CXSecrets: Collecting Feedback IS a Touchpoint

How to Tie Compensation to Your VoC Program

Do You Harness the Power of Habit in Your Marketing Yet?

25 Staff Appreciation and Recognition Ideas That Won't Break the Bank

CX Secrets: The Importance of Aligning CX with Marketing

Choose the Right Customer Experience Data to Make a Difference

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