CloudCherry

DECEMBER 1, 2018

Who’s accountable for ensuring that every single customer encounters a well-designed and well-executed experience – regardless of where they are in their journey? In today’s B2B world, customer experience management (CEM) often falls to the customer success team. Where does Customer Experience actually live?

Customer Success 247

Customer Success Customer Experience CEM Touchpoint 247

CloudCherry

OCTOBER 30, 2018

Who’s accountable for ensuring that every single customer encounters a well-designed and well-executed experience – regardless of where they are in their journey? In today’s B2B world, customer experience management (CEM) often falls to the customer success team. Where does Customer Experience actually live?

Customer Success 186

Customer Success Customer Experience CEM Touchpoint 186

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. But your contact center agents interact with your customers every day. By Lorraine Schumacher.

Contact Center 53

Contact Center Customer Experience Chief Customer Officer CEM 53

Customer Alignment

DECEMBER 18, 2017

Ease and efficiency won’t make customers stick around; emotion will and they will pay for a good one. They have delivered feeds of structured data to the right people and enabled ‘case management’ and ‘closing the loop’ to resolve issues for unhappy customers.

2017 45

2017 2018 Chief Customer Officer NPS 45