The customer experience management (CEM) and contact center space is one that is rich with concepts used to refer to different ways of managing buyer / seller interactions. However, with this wealth of terms and concepts, it’s very easy for practitioners to get confused about how (and if) these terms differ from one another.
Omer Minkara attended Connect 2014, the user event of KANA, a Verint Company. Here’s what he heard.
Among other things, one can say that the ROI of CEM is reflected by the cost of what happens when companies don’t satisfy their customers.
If one thing is clear from my research, the adoption of cloud-based contact centers is growing in the customer experience world.
In this post, we’ll look at examples where good service, and the ensuing positive customer experience, had a positive outcome, and also explore how a negative customer experience can have far reaching consequences.
Do you have a multi-channel or an omni-channel customer engagement strategy? Do you know the differences between the two?
Much of our research on CEM covers what happens when businesses get tactics like personalization right, but what happens when personalization goes wrong?
Is there a correlation with using more channels and company performance results?
Organizations should establish a single view of the customer across different silos in the business in order to deliver consistent messages across different touch-points.
Personalization is a key ingredient of success in customer experience management (CEM).