Experience Investigators

APRIL 23, 2024

Let’s explore customer experience management (CEM), its pivotal role in shaping customer lifetime value , and strategies for measuring the return on investment of CX initiatives. Understanding Customer Experience Management (CEM) Let’s start at the beginning. CEM is no different, but tracking metrics alone is not a strategy.

Net Promoter Score 94

Net Promoter Score CEM CX Customer Experience 94

eglobalis

MAY 12, 2024

The Upcoming Impact of AI on Enterprise Technology Design: Enhancing Customer Experience and Business Outcomes The post The Upcoming Impact of AI on Enterprise Technology Design: Enhancing CX and Business Outcomes appeared first on Eglobalis.

Technology 459

Technology Technology AI CX 459

Fonolo

MARCH 28, 2023

Customer experience managers in the contact center have never mattered more. Excellent customer experience is a must and should never be overlooked. If you’re considering a career as a customer experience manager for a contact center, this blog post will guide you on how to get there. CX matters!

Customer Experience Management 81

Customer Experience Management Customer Experience Contact Center Net Promoter Score 81

Taylor Reach Group

DECEMBER 5, 2017

Contact centers, customer service and customer experience: news, views and how to's. Increasing Costs in the Contact Center Due to Increased Efficiency . Contact Center Technologies 2017 - Which Ones Do Companies Really Choose . Importance of Consistency Among Different Channels in the Contact Center.

CEM 0

CEM Contact Center Artificial Intelligence Hospitality 0

Kerry Bodine

JANUARY 13, 2016

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 in Telecoms. Where am I speaking ? Which conferences would I recommend?

CEM 48

CEM CX Contact Center Customer Loyalty 48

Fonolo

AUGUST 17, 2017

This group allows professionals in the customer contact field to share best practices aimed at improving customer interactions and the experience. Its purpose is to find viable customer experience solutions that are earmarked for improved performance and will contribute to contact center excellence. Members: 91,109.

Customer Experience 64

Customer Experience E-commerce Contact Center CEM 64

Kerry Bodine

JANUARY 4, 2017

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. IQPC’s CEM in Telecoms Global Summit. Where am I speaking ?

CEM 48

CEM CX Contact Center Retail 48

Intercom

JULY 26, 2022

Customer experience management (CXM or CEM) refers to the strategies by which a company improves the customer experience. . Customers can text with a chatbot, phone a contact center, reach out to service reps via email, or connect through a virtual live chat function. What is customer experience management?

Customer Experience 69

Customer Experience CX Omnichannel Social Media 69

PeopleMetrics

JULY 20, 2020

You probably interact with customers in a variety of ways: website, app, contact center, location, field services, etc. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. After all, there is no cash without customers and employees!

CX 163

CX CEM Close the Loop Business Administration 163

PeopleMetrics

SEPTEMBER 12, 2019

There are five channels that we see often at PeopleMetrics: websites, mobile app, contact center, in location, and field services (in the home): Websites: refers to customers visiting websites to gather information about a company. Contact Center: an important touchpoint where customers call for more information or assistance.

Touchpoint 91

Touchpoint Customer Feedback CEM Contact Center 91

PeopleMetrics

MARCH 7, 2018

You need to be able to talk to leadership, the contact center, the sales force, operations, etc. Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. basically all the different parts of your company who impact the customer experience.

CX 76

CX CEM Business Administration Machine Learning 76

PeopleMetrics

MARCH 16, 2020

When a contact center representative fails to resolve a customer issue in the expected time frame. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. What are some common instances that trigger a recover alert ? When staff members are rude to customers.

VOC 77

VOC CEM Close the Loop Business Administration 77

PeopleMetrics

JUNE 17, 2020

Moments of truth may involve the aforementioned digital experience (web site visit, chat with customer service, app experience), calling into a contact center, and of course, traditional in-person experiences. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform.

VOC 83

VOC CEM Touchpoint Business Administration 83

PeopleMetrics

FEBRUARY 21, 2018

If you're in multiple channels (which most brands are), the website experience should be consistent with the in-person experience should be consistent with the contact center experience, and so on. Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform.

CX 67

CX CEM Business Administration Machine Learning 67

PeopleMetrics

JULY 17, 2018

As noted previously, the term VoC is frequently used to describe the measurement of the customer experience; so is the term customer experience management (CEM). visit to store, call to contact center, visit to website). The following is an excerpt from Listen Or Die by Sean McDade, PhD.

VOC 209

VOC CEM CX Customer Feedback 209

PeopleMetrics

JULY 24, 2019

This could be a general manager of a hotel, as well as the manager who oversees an entire region; it could be the head of the contact center or the head of field services. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform.

VOC 61

VOC CEM NPS Business Administration 61

PeopleMetrics

JULY 23, 2018

Unsolicited feedback is primarily thought of as social reviews, but can also include calls to a company’s contact center to complain about an issue; or feedback through the “contact us” feature on a company-supplied app or website. As CEO, he guides the company’s vision and strategy.

VOC 72

VOC Customer Feedback Mystery Shopper CEM 72