Experience Matters

APRIL 7, 2015

Clarabridge connects to all sources of customer feedback, including ratings and reviews , chat , both Clarabridge-generated and third-party surveys , blogs and forums , emails , call centers , social media , and voice recordings. Confirmit. We want companies to believe they can be VoC heroes. NICE Systems.

2015 97

2015 Multi-Channel 2014 CEM 97

SuiteCX

JUNE 1, 2015

CEM – Customer Experience Management. Customer Interactions / Transactions refer to the way in which a customer interacts with the company’s touch-points, for example opening an email, sharing a link, attending an event, or complaining on social media. Head here for our thought leadership on journey mapping best practices.

Multi-Channel 40

Multi-Channel Net Promoter Score Reference Social Media 40

Beyond Philosophy

JUNE 1, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. Loyalty programs continue to grow, but they are also tending to become more closely integrated with brand-building and multi-channel customer experience optimization. Michael Lowenstein, Ph.D.,

Loyalty Programs 84

Loyalty Programs Loyalty Airlines Hotels 84

Beyond Philosophy

JUNE 4, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. From Products to Customers to the Human Spirit, noted marketing scholar Philip Kotler recognized that the new model for organizations was to treat customers not as mere consumers but as the complex, multi-dimensional human beings that they are. Michael Lowenstein, Ph.D.,

Financial 144

Financial White Paper Books Airlines 144