Confirmit

SEPTEMBER 24, 2018

CEM software – or Customer Experience Management software - refers to the suite of software solutions that help organizations monitor their relationships with their customers, analyze the insights from feedback and other relevant data (e.g. How Does CEM Software Helps your Business? What Are the Key Features of a CEM Software Solution? CEM software is usually composed of solutions that enable companies to: Collect feedback from customers, through a variety of channels.

CEM 40

CEM Net Promoter Score CRM Voice of the Customer 40

Confirmit

SEPTEMBER 24, 2018

CEM software – or Customer Experience Management software - refers to the suite of software solutions that help organizations monitor their relationships with their customers, analyze the insights from feedback and other relevant data (e.g. How Does CEM Software Helps your Business? What Are the Key Features of a CEM Software Solution? CEM software is usually composed of solutions that enable companies to: Collect feedback from customers, through a variety of channels.

CEM 40

CEM Net Promoter Score CRM Voice of the Customer 40

Callminer

DECEMBER 27, 2016

Predictive analytics, in combination with speech analytics, can help your organization provide an improved customer experience. Read more

CEM 182

CEM Predictive Analytics Customer Experience 182

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. while CEMs tell you why it's happening (why do prospects convert. That’s where CEM comes into play.

CEM 84

CEM CRM VOC Customer Relationship Management 84

Callminer

DECEMBER 28, 2016

The post Why You Should Add Predictive Analytics to Your CEM Toolbox appeared first on CallMiner. You’ve no doubt heard this statistic before: It costs 5X as much to attract a new customer as it does to retain one. Yet research shows that the majority of organizations are still prioritizing customer acquisition over retention, with fewer than half of survey respondents citing customer satisfaction as a key goal. In today’s consumer-driven […].

CEM 140

CEM Predictive Analytics Customer Acquisition Customer Satisfaction 140

CX Journey

JANUARY 31, 2018

Image courtesy of Pixabay Change. It's inevitable. And it's hard. Many - as high as 70% of - change initiatives fail. But don't let that stat scare you. And don't let it change your attitude about what lies ahead. Don't let that become a self-fulfilling prophecy! You know you need to make the change. You know that it will take a Herculean effort. You can do this! And I'll help with a few tips.

CEM 65

CEM CX Government Customer Experience Management 65

eglobalis

MARCH 20, 2023

Evolving Your B2B Customer Experience and Employee Experience Maturity Model? Return to the Customer Experience Key Pillars. The post Evolving Your B2B Customer Experience Maturity Model? The Return to the CX Key Pillars. appeared first on Eglobalis.

Customer Experience Maturity Model 72

Customer Experience Maturity Model CX B2B CXM 72

eglobalis

JANUARY 9, 2021

Digital Experimentation 7 Principles – That Impacts Customer Experience, Technology and Your Bottom-line. The post Digital Experimentation 7 Principles – That Impacts CX, Technology and Your Bottom-line appeared first on Eglobalis.

Technology 142

Technology Technology CX CEM 142

eglobalis

NOVEMBER 22, 2020

Don’t Talk about Great Customer Experience if You Don’t Know MED , customer experience , employee experience loyalty , human experience. The post Don’t Talk about Great CX Culture if You Don’t Know MED appeared first on Eglobalis.

CX 103

CX CEM Customer Relationship Innovation 103

eglobalis

MARCH 2, 2021

The European Customer Experience Organization the real associationpractical , employee experience , experience design , innovation launch Ricardo Saltz Gulko and Adrian Swinscoe. The post The European Customer Experience Organization is now live! The Time to Evolve Together arrived!

CEM 94

CEM Customer Experience CX AI 94

Knowmax

JUNE 7, 2020

Customer Experience Digital Adoption Self service CEMAR Support For eCommerce Industry To Enhance Customer Experience.

Customer Experience 52

Customer Experience CEM 52

LitmusWorld

SEPTEMBER 13, 2021

CRM vs CEM – Why using only CRM platforms can kill your CX programme Customer Relationship Management (CRM) and Customer Experience Management (CEM) may sound like they both serve the same purpose – both deal Read more… Why using only CRM platforms can kill CX appeared on LitmusWorld.

CEM 85

CEM CRM Customer Relationship Management Customer Relationship 85

CX Network

MAY 3, 2022

Research by CX Network has revealed that CEM platforms are the investment vertical attracting the most attention from businesses

CEM 52

CEM CX Customer Experience Management Customer Experience 52

Uniphore

AUGUST 30, 2017

Here are some of the most important things that a CEM should (and should not) do. The customer experience manager is key to delivering the kind of service offering that can truly differentiate an organization. Read More. Jacada Blog

CEM 150

CEM Customer Experience Management Customer Experience 150

eglobalis

FEBRUARY 5, 2018

Customer Experience Customer Relationship Humans Experience #CEM #USA #canada Bad services Customer experience Customer Services customer success CX Germany japan O2 rude services Telecommunications TelefonicaTo say that the marriage between Telefonica and O2 is bad, is an understatement. Since the merger, Telefonica O2 yields high return, but poor quality in services and customers are the ones suffering the most.

CEM 54

CEM Customer Experience Customer Relationship CX 54

Customer Think

APRIL 4, 2022

Consequently, businesses across a range of industries are augmenting and improving their workflows by utilizing customer experience management (CEM) platforms. The customer experience (CX) has always been vital to the relationship between consumers and brands.

CEM 123

CEM Customer Experience Management CX Customer Experience 123

Beyond Philosophy

MARCH 12, 2015

For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. I love watching what people, and Customers do. We human’s think we are so clever and sophisticated and yet much of what we do is totally irrational. When I am reviewing an organization’s experience I am on the look out for this type of irrational behavior as this will give me many clues on how to make it much better.

CEM 166

CEM Retail Customer Retention Customer Expectations 166

Beyond Philosophy

JULY 30, 2015

Customer Experience Customer Loyalty Customer Satisfaction Emotional Experience Experience Design Uncategorized CEM Customer experience customer experiencesMost Customer Experiences are accidents—and unfortunately, they are not always happy ones. Unless a company designs a deliberate experience that puts the Customer first and considers the Customer’s perspective, the message you send to the subconscious is rarely what you intend.

Customer Experience 159

Customer Experience CEM CX Customer Satisfaction 159

Beyond Philosophy

FEBRUARY 2, 2015

Blogs Market Research CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer emotions customer engagement Customer experience customer experience books customer experience management customer experiences Emotional Experience Employee Experience experts insights Moment Mapping Patient Satisfaction subconscious experience Thought Leadership Music has a unique effect on our brain, especially concerning memory.

CEM 166

CEM CX Customer Experience Management Customer Experience 166

Beyond Philosophy

MAY 14, 2015

Blogs Customer Satisfaction CEM CEO Conferences consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity Customer experience customer experience books customer experience industry customer experience management Customer Experience Program customer experiences Customer Mirrors customer retention customer satisfaction Emotional Experience Employee Experience Patient Experience Social Media subconscious experience Thought Leadership

Social Media 160

Social Media CEM Customer Satisfaction Customer Service 160

Beyond Philosophy

MAY 20, 2015

Blogs Customer Experience Expert's Insights CEM CEO Conferences consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience management Customer Loyalty Customer Management customer research customer satisfaction experts insights Management Net Promoter Score Patient Experience Social Media Thought Leadership

Net Promoter Score 160

Net Promoter Score Social Media Retail CEM 160

Beyond Philosophy

MARCH 10, 2015

For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. Everyone makes mistakes. You charged for the wrong plan on a Customer’s mobile bill or sent an ‘Extra Small’ instead of a Medium on the Jacket a Customer ordered online. More serious mistakes could be that as a Doctor, you misdiagnosed a life threatening condition that results in serious consequences for your patient and his or her loved ones.

CEM 142

CEM Customer Relationship Customer Loyalty CX 142

Beyond Philosophy

NOVEMBER 24, 2014

Blogs Customer Experience CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience management Customer Experience Program customer experiences Customer Loyalty customer satisfaction Emotional Signature Market Research Moment Mapping Naive to Natural Net Promoter Score Retail Customer Experience Thought Leadership

Customer Expectations 167

Customer Expectations Net Promoter Score CEM Customer-Centric Organization 167

Beyond Philosophy

JANUARY 12, 2015

Blogs Customer Experience CEM CEO Conferences consultants consumer behaviour Customer Behaviour Customer experience customer experience industry customer experience management employee engagement There are many philosophies out there. The thing about philosophy is that it doesn’t always have much real-world application behind it. Anyone can claim a philosophy but can they make it work in the real world?

Customer Experience 163

Customer Experience CEM Customer Expectations CX 163

Beyond Philosophy

AUGUST 4, 2015

Blogs Customer Centricity Customer Experience Customer Retention Customer Satisfaction CEM Emotional Experience“ You can win more friends with your ears than with your mouth. People who feel like they’re being listened to feel accepted and appreciated. They feel like they’re being taken seriously and what they say really matters.”. Harvey Mackay, Sales Expert, Author and Columnist.

Sales 159

Sales Net Promoter Score CEM CX 159

Beyond Philosophy

NOVEMBER 11, 2014

“ Most of the time, what we do, is what we do most of the time”. This is former F1 champion Lewis Hamilton stopping in the wrong team’s garage to change tires. He had recently joined the team of Mercedes who were waiting for him but his decade long habit of seeing the McLaren (his former team) mechanics outfit (cue) and stopping in for a change of tyres (routine) kicked in.

Net Promoter Score 167

Net Promoter Score Social Media Gambling CEM 167

Beyond Philosophy

JULY 14, 2015

Blogs Customer Retention Customer Satisfaction Experience Design CEM CEO Conferences consumer behaviour Customer Analysis customer behavior customer centricity customer emotions customer experience industry Customer Experience Program customer experiences Customer Loyalty Customer Management customer research Emotional Signature experts insights Market Research Net Promoter Score Patient Experience Retail Customer Experience subconscious experience Thought Leadership

Net Promoter Score 146

Net Promoter Score Customer Relationship CEM Retail 146

Beyond Philosophy

MAY 12, 2015

Blogs Thought Leadership CEM CEO Conferences consultants consumer behaviour customer customer behavior Customer Behaviour customer centricity customer engagement Customer experience customer experience industry customer experience management Customer Experience Program customer research customer retention customer satisfaction Emotional Experience Events & News Marketing Moment Mapping Patient Experience subconscious experience

CEM 147

CEM CX Customer Retention Customer Satisfaction 147

Beyond Philosophy

NOVEMBER 6, 2014

Customer centricity requires strategy to cultivate a culture that puts the Customer at the center of everything you do. As the third in our series of nine posts looking at the different parts of the organization contributing to Customer centricity, let’s look at: Customer Strategy. All organizations are on a journey from being Naive to Natural in the way they focus on the Customer, passing through each of four stages: Naïve, Transactional, Enlightened, and Natural.

Net Promoter Score 163

Net Promoter Score Social Media CEM Retail 163

Beyond Philosophy

JANUARY 16, 2015

Blogs Digital Experience CEM CEO consumer behaviour Customer Analysis Customer Behaviour customer experience management digital experience Emotional Experience Market Research The end of 2014 was really busy. My wife just had a fairly serious surgery (she’s doing great, but recovery takes time), and I am launching a eBook. So of course it should be evident this was the ideal time to redesign the user interface on my company’s website !

CEM 152

CEM CX Customer Experience Management Customer Experience 152

Beyond Philosophy

JUNE 4, 2015

Blogs Customer Experience CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience management Customer Experience Program Customer Loyalty Emotional Experience experts insights Management Social Media subconscious experience Thought LeadershipAre you reading this on a mobile device?

E-commerce 141

E-commerce Sports Retail Social Media 141

Beyond Philosophy

NOVEMBER 10, 2014

For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer Experience improvements. At times (more in the “old days” but every now and then it happens in present times) we’ve literally have been accused of “having religion;” i.e., believing in Customer Experience (CX) without proof and asked to show the value of CX. So, the debate continues. Let this post today end this ridiculous debate with a resounding, “ Yes! ”.

Net Promoter Score 164

Net Promoter Score Customer Experience CEM NPS 164

Beyond Philosophy

JULY 16, 2015

Customer Behaviour Customer Emotions Customer Satisfaction Customer Service Emotional Experience CEM customer emotions customer satisfaction customer serviceWhen you hear a person (read Customer) sigh, what do you think they are communicating? Is it sadness? Frustration? Exhaustion? All three? Chances are, it’s a subconscious communication of many things, including all of the above.

Net Promoter Score 134

Net Promoter Score CEM Customer Satisfaction CX 134

Beyond Philosophy

MARCH 16, 2015

For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. Customer Experience continued to be a dominant business issue throughout the world in 2014. We get many inquiries for our services globally. I worked with clients in more countries than ever before last year, including China, India, and Saudi Arabia to name a few. They are all working to improve their Customer Experience.

CRM 122

CRM CEM CX Customer Relationship Management 122

Beyond Philosophy

JANUARY 28, 2015

Blogs Employee Experience CEM CEO Conferences consultants consumer behaviour Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience industry customer experience management Customer Experience Program customer experiences experts insights In this series, professionals share how they rocked — or didn’t! — the all-important first 90 days on the job.

CEM 146

CEM Gaming CX Customer Experience Management 146

Beyond Philosophy

JUNE 4, 2015

Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy. More than just a buzzword, ‘being human’, especially in brand-building and leveraging customer relationships, has become a buzz-phrase or buzz-concept. The ‘human’ factor, in marketing, communications, positioning, and experience creation through sales, service, and operations now pervades titles of articles, blogs, white papers, and even books.

Net Promoter Score 144

Net Promoter Score Social Media CEM Sports 144

Beyond Philosophy

NOVEMBER 4, 2014

Blogs Customer Experience Retail Customer Experience CEM CEO Conferences consultants consumer behaviour Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience industry customer experience management Emotional Experience Management Market Research Marketing Moment Mapping Naive to Natural Net Promoter Score Patient Satisfaction Social Media telecoms Thought Leadership

Retail 148

Retail Net Promoter Score Social Media Real Estate 148