PeopleMetrics

DECEMBER 12, 2017

“Customer Experience Management (CEM) and Customer Relationship Management (CRM) are the same, right?”. While it may be true that at their core, both systems revolve around the key interactions a customer has with your brand, CRMs and CEMs serve distinctly different purposes and operate from two contrasting angles. System Harmony.

CEM 84

CEM CRM Customer Relationship Management VOC 84

Lumoa

SEPTEMBER 8, 2021

The Next Generation of CEM Today, product and service changes are typically driven by interviewing key clients, running surveys, or hosting customer advisory meetings. All of these contain valuable insights into your customer experience. As we have learned, there is so much more to CEM than surveys.

Customer Experience Management 83

Customer Experience Management CEM CX Customer Experience 83

PeopleMetrics

JUNE 26, 2019

Almost every business has some sort of customer experience management ( CEM ) program. However, these data points don’t always expose easy-to-action insights. If you want to marry CX feedback data with actionable insights, you’ll need to measure: What are you customers asking and how frequently?

CX 115

CX Net Promoter Score Artificial Intelligence CEM 115

Lumoa

APRIL 7, 2022

Looking to Improve Your CEM System? Leverage the Data Collected with Lumoa Improving your CEM system is an ongoing process and having an accurate benchmarking mechanism will help ensure that you stay on the right track.

NPS 83

NPS Net Promoter Score CEM Customer Satisfaction 83

SurveySensum

MARCH 20, 2024

From launching industry-specific surveys to real-time text analysis to a closed-loop ticketing system, the tool packs a strong punch when it comes to extracting actionable insights, taking action in time, and boosting the overall customer experience while driving the CX-driven ROI. The tool has taken CXM a step beyond.

Customer Experience Management 52

Customer Experience Management CXM Customer Experience Text Analytics 52

Lumoa

MARCH 24, 2022

Setting survey response rate benchmarks can help you assess the performance and overall growth of your customer experience management (CEM) system. We’ll also share the areas of your CEM system you can record and provide general steps to help you benchmark your performance. What Is Your Survey Response Benchmark?

CEM 83

CEM Net Promoter Score NPS Customer Survey 83

SurveySensum

APRIL 21, 2023

It’s a customer experience management (CEM) platform that helps businesses enhance their customer experience and drive growth. Actionable Analytics: This feature analyzes the collected data and transforms them into actionable insights, helping users to make necessary improvements and strategic planning.

Text Analytics 52

Text Analytics Start-ups Social Media Customer Feedback 52