CX Journey

SEPTEMBER 16, 2014

Background image courtesy of Unsplash Which should you focus on: reputation management or customer experience management? companies have a myriad of options for listening to customers online and uncovering when and where good and bad experiences are taking place. What on earth is going on?!

Customer Experience Management 65

Customer Experience Management CEM Customer Experience Social Media 65

Kerry Bodine

JUNE 20, 2015

I’m often asked about customer experience conferences: What’s out there? I’ve compiled the following list of conferences spanning a variety of topics — like CEM, service design, customer loyalty, customer success, and contact centers — that should be of interest to a wide range of customer experience professionals.

CEM 97

CEM CX Contact Center Customer Loyalty 97

Beyond Philosophy

NOVEMBER 4, 2014

The jam study took place in a gourmet market in California. Both psychologists and economists agree that too many choices can paralyze consumers so they can’t make a choice at all. This concept was well illustrated by Columbia University’s Professor Sheena Iyengar’s famous jam study.

CEM 113

CEM Customer Loyalty Customer Experience Management Customer Experience 113

CX Journey

SEPTEMBER 10, 2015

Blair McHaney is a teacher, student, and practitioner of Customer Experience Management. years in Palo Alto California as VP of Strategic Initiatives for Medallia, the world's leading customer experience management technology company. He spent 2.5 He is currently President of Club Works Inc.,

Customer Experience 76

Customer Experience CEM Customer Experience Management Start-ups 76