Kerry Bodine

JANUARY 4, 2017

I’ve compiled the following list of conferences spanning a variety of topics — like CEM, service design, customer loyalty, customer success, and contact centers — that should be of interest to a wide range of customer experience professionals. IQPC’s CEM in Telecoms Global Summit. Where am I speaking ?

CEM 120

CEM Conference Chief Customer Officer Customer Experience Professionals 120

ViiBE Blog

AUGUST 17, 2021

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. CEM can sustainably turn your customers into brand ambassadors.

Customer Experience Management 52

Customer Experience Management CEM Customer Experience Management 52

SmartKarrot

JUNE 30, 2020

Customer experience management, or CEM as it’s called, is when you manage the interactions of your customers using touchpoints. When you understand what is CEM and CEM platforms, you ensure that your customers achieve success. . A quality CEM platform will do most of the work for you. . Top 10 CEM Platforms .

CEM 10

CEM Multi-Channel Advertising Analytics 10

Kerry Bodine

JUNE 20, 2015

I’ve compiled the following list of conferences spanning a variety of topics — like CEM, service design, customer loyalty, customer success, and contact centers — that should be of interest to a wide range of customer experience professionals. Where am I speaking ? Which conferences would I recommend?

Conference 120

Conference CEM Customer Experience Professionals Contact Center 120

PeopleMetrics

JUNE 17, 2020

Moments of truth may involve the aforementioned digital experience (web site visit, chat with customer service, app experience), calling into a contact center, and of course, traditional in-person experiences. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform.

CEM 83

CEM Touchpoint NPS Survey 83

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. Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform.

Marketing 67

Marketing CEM Advertising Video 67

PeopleMetrics

MARCH 7, 2018

You need to be able to talk to leadership, the contact center, the sales force, operations, etc. Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. basically all the different parts of your company who impact the customer experience.

System 76

System Feedback CEM Management 76

ReviewTrackers

APRIL 17, 2017

Customer Experience Management (CEM or CXM) is a business and technology term used to describe the process or system for tracking, managing, and organizing every interaction between a customer and a company throughout the customer’s entire journey. A rapidly growing amount of companies and executives are talking about it, to be sure.

Customer Experience Management 90

Customer Experience Management Customer Experience Management Social Media 90

Clarabridge

MAY 9, 2018

These two took attendees through best practices for establishing a successful CEM program. After a day jam-packed with learning, conference attendees headed over to the Contact Center C3 Zone where they could find not only food and drink, but also product demos demonstrating how to maximize contact center data.

CEM 40

CEM Roadmap Contact Center Conference 40

NobelBiz

OCTOBER 24, 2023

SMS text messaging In-person (for retail contact centers) Of course, the easy way of deploying, managing and tracking all these channels is to opt for a cloud contact center platform such as NobelBiz OMNI+ that allows full omnichannel operability.

Customer Journeys 104

Customer Journeys Customer Experience Contact Center Touchpoint 104

Clarabridge

MARCH 15, 2017

CEM Evangelist. Your contact center is hiding some of the richest, most valuable Voice of the Customer (VoC) information you have. You need to crush contact center silos if you are serious about putting the customer first. Bring your contact center into the CX fold. By Lorraine Schumacher.

Contact Center 53

Contact Center Omni-Channel Customer Experience Chief Customer Officer 53

CloudCherry

AUGUST 30, 2018

You have to staff the phone lines and email inboxes, and hiring more contact center employees costs money. As a result, the cost per customer contact is usually somewhere between $12 to $25 per contact! These changes are frequently led by your CEM. Customers calling or emailing in for help is expensive.

Strategy 150

Strategy NPS Analytics Analysis 150

PeopleMetrics

MARCH 16, 2020

When a contact center representative fails to resolve a customer issue in the expected time frame. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. What are some common instances that trigger a recover alert ? When staff members are rude to customers.

CEM 78

CEM ROI Contact Center Survey 78

PeopleMetrics

JULY 24, 2019

This could be a general manager of a hotel, as well as the manager who oversees an entire region; it could be the head of the contact center or the head of field services. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform.

CEM 61

CEM How To Hotels NPS 61

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? So pick high volume sources like Contact Center recordings (Speech to Text). Big data can be overwhelming. It’s just…well, big.

Omni-Channel 61

Omni-Channel CEM Data Customer Experience 61

Experience Matters

APRIL 7, 2015

Gaining from decades of leading the contact center and analytics market, NICE is well positioned to help organizations not only uncover hidden insights and trends from structured and unstructured data, but also to close the loop and drive the next best action that yield better business results and an improved customer experience.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Answer Dash

APRIL 17, 2020

Understanding customer experience management Customer experience is the sum total of every interaction a customer has with your business, from seeing your logo on a billboard to humming along to the hold music when they use your contact center. CEM means making changes to the way you do things.

Customer Experience Management 66

Customer Experience Management Culture Customer Experience Management 66

NobelBiz

FEBRUARY 21, 2023

Choose a more efficient means of communicating with and informing your customers using a cloud contact center solution – CCaaS. Vendors can provide an extended value to your business when they work together to form a cohesive strategy by building the right technology stack and creating customer experience management (CEM) processes.

Call Center 52

Call Center Customer Engagement Technology Engagement 52

PeopleMetrics

JULY 23, 2018

Unsolicited feedback is primarily thought of as social reviews, but can also include calls to a company’s contact center to complain about an issue; or feedback through the “contact us” feature on a company-supplied app or website. As CEO, he guides the company’s vision and strategy.

Feedback 72

Feedback CEM Hotels Software 72