Beyond Philosophy

JANUARY 12, 2015

When an organization focuses on improving the Customer Experience, it drives the value for the organization, reduces the costs associated with customer service, and builds a competitive advantage in today’s global and commoditized marketplace. Colin is an international author of four best-selling books and an engaging keynote speaker.

2015 163

2015 Customer Experience CEM Webinar 163

Bold360

APRIL 30, 2019

This week we conclude our conversation with Ross Haskell and Amber Gregorio from LogMeIn’s Bold360 team about the Customer Engagement Maturity (CEM) Model Assessment they developed with Forrester Consulting. As a reminder, the CEM helps organizations see where they stack up against nearly 500 other organizations around the globe.

Customer Engagement 40

Customer Engagement Engagement CEM Competitive Advantage 40

PeopleMetrics

FEBRUARY 12, 2018

To create a Customer Experience (CX) Mindset across your organization, make yourself think like a high-end hospitality company - even if you're not one - and you'll have an incredible competitive advantage going forward. Watch this edition of CX Secrets above , or click here to download the video transcript.

Hospitality 64

Hospitality CEM 2001 E-support 64

Lumoa

SEPTEMBER 16, 2022

They are mostly available on many Customer Experience Management (CEM) platforms and are open to the public. Analyzing NPS as a whole will bring you to understanding what your customers love and hate about the business, what they see as competitive advantages, and which direction you should move forward. How good is your score?

Net Promoter Score 83

Net Promoter Score NPS Social Media Culture 83

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. Ensuring that CEM activities are at the heart of all decision-making processes within the organization.

CEM 40

CEM 2015 E-support Customer Centricity 40

CloudCherry

AUGUST 30, 2018

These changes are frequently led by your CEM. Predictive insights need to be agile to be effective – reacting to the constantly changing ecosystem in real time provides a huge competitive advantage over organizations who are still waiting for their reports to be returned.

NPS 150

NPS E Commerce Financial Contact Center 150

Bold360

APRIL 25, 2019

This week we continue our conversation with Ross Haskell and Amber Gregorio from LogMeIn’s Bold360 team about the Customer Engagement Maturity (CEM) Model Assessment they developed with Forrester Consulting. As a reminder, the CEM helps organizations see where they stack up against nearly 500 other organizations around the globe.

Customer Engagement 40

Customer Engagement CEM Net Promoter Score Engagement 40

Experience Matters

APRIL 7, 2015

With the power to listen to the Voice of the Customer, integrate it with business data to generate powerful insight, and take action, we deliver effective business change and create a competitive advantage for clients. ResponseTek. This spring marks the 33rd consecutive quarterly release, delivering timely innovation.

2015 97

2015 Multi-Channel 2014 CEM 97

Confirmit

SEPTEMBER 24, 2018

CEM has become a key differentiator for today’s businesses, as products and services have become increasingly commoditized. Customer experience management combines all the processes an organization has in place to monitor and improve customer interactions, regardless of the channel or medium customers use to get in touch. INFOGRAPHIC.

Customer Experience Management 45

Customer Experience Management Management Customer Experience Multi-Channel 45

Confirmit

SEPTEMBER 24, 2018

CEM has become a key differentiator for today’s businesses, as products and services have become increasingly commoditized. Customer experience management combines all the processes an organization has in place to monitor and improve customer interactions, regardless of the channel or medium customers use to get in touch. INFOGRAPHIC.

Customer Experience Management 40

Customer Experience Management Management Customer Experience Multi-Channel 40

Beyond Philosophy

JUNE 20, 2015

As basic customer experience processes were improved, the metric flatlined, offering no opportunity for further enhancement or competitive advantage. In over a decade of performance measurement, only key driver (simple regression/correlation) analysis around a single number metric were reported.

B2C 102

B2C B2B Metrics Competitive Advantage 102

SurveySparrow

JULY 31, 2023

Competitive Advantage In a world where customer experience is king, businesses that prioritize the voice of their customers gain a competitive edge. What’s the value of Voice of the Customer (VoC) and Customer Experience Management (CEM)? Let’s explore why these two concepts are so crucial: 1.

Social Media 52

Social Media CEM Voice of Customer Net Promoter Score 52

SurveySparrow

OCTOBER 25, 2019

“Obsessing over customer experience is the only long-term defensible competitive advantage,” Bezos has said. CEM tools are part of every business that desires growth. This is why every project or product at Amazon starts with a press release where they feature customer’s quotes. They reduce the workload by 67%!

Customer Experience 77

Customer Experience Customer Journey Mapping Multi-Channel Net Promoter Score 77