CEM Customer Expectations Customer Loyalty Customer-Centric Organization 
Beyond Philosophy
NOVEMBER 24, 2014
I meet many organizations that say they want to exceed Customer expectations at every moment of contact. No organization can afford to do this. The first step in exceeding your customer’s expectations is to know those expectations.”. - The Four Actions Needed to Exceed Customer Expectations.
PeopleMetrics
OCTOBER 25, 2017
Forrester’s Customer Experience Council 2017 member survey shows that 79% of all respondents believe that measuring customer experience is a top priority. Market research shows that the Customer Experience Management (CEM) market is estimated to grow from USD 5.06 The ROI customer experience.
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