Oracle

APRIL 24, 2019

Although CI (customer intelligence) seems like a completely different story, it bears a little bit of resemblance to the former, in a benign sense, and leverages the power of the latter as machine learning algorithms come into play. CI meaning boils down to harvesting and analyzing information about customer behavior.

CEM 82

CEM Touchpoint Data Customers 82

SuiteCX

JUNE 1, 2015

Terms associated with Journey Mapping. We thought we would take a moment to define some of the terms that are commonly used within the customer experience and journey mapping disciplines. 360 Degree View of the Customer refers to the compilation of all the data about a customer in one place.

Customer Journeys 100

Customer Journeys Omni-Channel Multi-Channel Net Promoter Score 100

Clarabridge

MAY 9, 2018

Our tenth annual Clarabridge Customer Connections Conference (C3) event kicked off Tuesday morning in the nation’s capitol at the Gaylord National Convention Center, right in Clarabridge’s backyard. These two took attendees through best practices for establishing a successful CEM program.

CEM 40

CEM Roadmap Contact Center Conference 40

Clarabridge

MAY 2, 2017

More than 350 of the top CX professionals and inspirational thought-leaders from around the world have gathered at the iconic Fontainebleau Hotel to discuss the latest industry trends shaping Customer Experience Management (CEM) and Social Customer Service. Mark Bishof Unveils the CX Revolution.

Omni-Channel 40

Omni-Channel Insurance CEM Touchpoint 40

Call Experts

JULY 28, 2022

They can handle various special events, from seasonal marketing campaigns to annual healthcare enrollments. . On-demand customer care reduces call center overhead costs while eliminating downtime due to disruptive events, such as power outages or disasters. We can also specify the level of knowledge that each agent has.

Contact Center 52

Contact Center Call Center Knowledge Base Customer Satisfaction 52

SurveySensum

APRIL 21, 2023

Pros Cons Good customer support High pricing Easy to create and analyze surveys Limited Integrations Support multiple languages Do not support WhatsApp surveys Customer Review: Source Pricing: They offer a free version for personal use and a 14-day trial for the paid plans. The details of paid plans are available upon request.

Survey 52

Survey Multi-Channel Analysis Tools 52

ENGAGE.cx

JULY 23, 2015

Employee Empowerment: your employees are involved at every touchpoint of your customers journey, empower them in the moment with relevant customer data at every opportunity whether online or in-store. Yours should be purpose-built to enrich your customer’s experience. Remember, not all CRMs are created equal.

B2C 40

B2C CRM Technology How To 40

GetFeedback

MAY 23, 2019

Conversely, you do not want NPS to be tied to a specific event. If you use a Customer Engagement Tool (CEM), you can often directly link a response to an assignable action. Staying ahead of problems by engaging with the most at-risk customers in real-time will show you care about the customer journey.

NPS 308

NPS Net Promoter Score Effort Score CEM 308

SuiteCX

JANUARY 16, 2017

In this article I’ll help you understand where and how to find the data, and how to organize it to become useful to improving the customer experience. CX (customer experience) and CEM (customer experience management) practitioners require actionable data to understand, interact with, and plan to change the experience of the customer.

CEM 100

CEM Data Groups Interaction 100

SuiteCX

JANUARY 16, 2017

In this article I’ll help you understand where and how to find the data, and how to organize it to become useful to improving the customer experience. CX (customer experience) and CEM (customer experience management) practitioners require actionable data to understand, interact with, and plan to change the experience of the customer.

CEM 100

CEM Data Groups Interaction 100

Experience Matters

APRIL 7, 2015

1) Company Overview: Clarabridge’s customer experience management platform helps hundreds of the world’s leading brands understand and improve the customer journey. This is because as customers navigate the different channels to solve for a specific query (such as web, mobile, IVR, chat, voice, etc.,) Clarabridge.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120