Lumoa

MARCH 5, 2018

In 2015, only 3% of B2B companies valued customer experience as an integral part of company culture. For a growing number of B2B companies, the pathway to growth will be through CEM. Earlier, a large part of B2B companies simply ignored customer experience management as a whole. Luckily, things have changed.

B2B 113

B2B B2C Customer Experience CEM 113

CSM Magazine

JULY 27, 2015

Three C-Level telco speakers will be sharing their vital view on implementing a successful CEM programme at Customer Experience Management (CEM) in Telecoms World Summit 2015 which will be held from 13-14 August 2015 in Singapore. Using CEM systems to draw information and insights from cross-organisational sources.

CEM 40

CEM 2015 E-support Customer Centricity 40

Beyond Philosophy

OCTOBER 28, 2014

To learn more about Beyond Philosophy’s Naïve to Natural Model, please register for our Naïve to Natural Certification beginning February 2, 2015. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer Experience 120

Customer Experience Net Promoter Score CEM Customer Centricity 120

Beyond Philosophy

OCTOBER 28, 2014

Follow Colin Shaw on Twitter @ColinShaw_CX The post How to Make or Break Your Customer Experience appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience.

Customer Experience 136

Customer Experience Multi-Channel CEM Customer Centricity 136

Beyond Philosophy

MAY 14, 2015

19 March 2015. 30 March 2015. Follow Colin Shaw on Twitter @ColinShaw_CX. Source: Morris, Tricia. Customers’ Desire for Speed Convenience Fuels Greater Demand for Self-Service” www.parature.com. The post The Problem with Self Service appeared first on.

White Paper 160

White Paper 2014 2015 2012 160

Clarabridge

OCTOBER 27, 2015

This does not mean that their customer experience management (CEM) initiatives are failing. Forrester Research has released a new report titled, “The Revenue Impact of Customer Experience, 2015.” Harvard Business Review, 2014. ** Forrester Research, 2015. Until now, that is. And now you can prove it.

CEM 75

CEM 2015 2014 Download 75

Beyond Philosophy

OCTOBER 20, 2014

Hiring Customer-Ready Employees To learn more about Beyond Philosophy’s Naïve to Natural Model, please register for our Naïve to Natural Certification beginning February 2, 2015. Hire People with a High EQ. Register here. Colin is an international author of four best-selling books and an engaging keynote speaker.

Customer Centricity 114

Customer Centricity Employee Experience CEM Culture 114

Retently

AUGUST 9, 2018

By 2015, Cayenne sales generated around half of the Porsche’s total profit. Why Is Customer Experience Management (CEM) So Important? Besides getting clients to promote your business to others like we’ve just mentioned, improved CEM will also increase your customer retention levels.

Feedback 87

Feedback Insights CEM Net Promoter Score 87

Beyond Philosophy

OCTOBER 8, 2014

By 2015, eBay plans to establish PayPal as its own company to make my prophecy become reality. Follow Colin Shaw on Twitter @ColinShaw_CX The post eBay & PayPal’s Split is Good for Customers appeared first on Beyond Philosophy | Customer Experience Consultancy | CEM Consultants.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

Retently

OCTOBER 1, 2018

According to our findings, these are the most common and popular ones: Clarabridge – A useful CEM (Customer Experience Management) platform that can help you improve the customer journey with relevant feedback. Smaply – A CEM software that uses maps and graphical tools to make the customer journey more visible and easy to act on.

Customer Journey Mapping 91

Customer Journey Mapping Touchpoint Customer Journey CEM 91

SuiteCX

MARCH 31, 2015

CEM/CJM Governance is a process focused on managing the quality, consistency, usability, security, and availability of your overall CEM strategy as well as for the building blocks such as VOC/VOE/Journey Maps and CEM Dashboards. Governance in Customer Journey Mapping March, 2015. Click here to view SlideShare.

Customer Journey Mapping 40

Customer Journey Mapping Government Customer Journey CEM 40

CSM Magazine

JULY 20, 2015

The 4-day event organised by IQPC Middle East provides a platform for professionals involved in customer experience management to discover the latest CEM strategies that they can implement to distinguish their company from their competitors and retain customers in an increasingly competitive marketplace. And many more.

Customer Experience Management 40

Customer Experience Management Customer Experience CEM Management 40

SuiteCX

DECEMBER 22, 2015

suitecx ©2015, suitecx Inc. December 20, 2015 Customer Experience Management: 8 Customer Experience Predictions for 2016 As we move into a new business year, promising to be the most CX-­‐focused ever, we wanted to share some key predictions that we believe will come to pass: 1. suitecx ©2015, suitecx Inc.

2016 40

2016 Customer Experience CEM 2015 40

Strativity

JUNE 16, 2015

. . June 2015 News & Insights. . . September 17, 2015 – New Jersey. October 15, 2015 – Los Angeles, CA November 19, 2015 – Dallas, TX. . June 18-19, 2015. August 11-13, 2015. CEM Certification: Australia & New Zealand. Free Journey Mapping Webinar . Stay Tuned!

2015 40

2015 CEM Customer Journey Mapping Webinar 40

ReviewTrackers

AUGUST 6, 2020

The ReviewTrackers Academy’s Customer Experience Management Training and Certification starts with an in-depth background of CEM, examples of corporate success, and the metrics behind that success. The Digital Marketing Certificate was also the top coveted certificate on Coursera in 2015.

Marketing 114

Marketing Social Media Advertising Workshop 114

ENGAGE.cx

JULY 9, 2015

Social is driving sales for ecommerce: Q1 2015 data from a MarketLive survey indicates that US retail ecommerce traffic driven by social jumped nearly 200% between Q1 2014 and Q1 2015. And, of course, there is the prominence and influence of social. But do any work together? Are they really providing value to the customer?

Customer Experience 66

Customer Experience Hotels 2014 2015 66

Customer Interactions

JULY 7, 2015

While we feel that there is still some room for the CX industry to mature, there are definitely well accepted ways to start a CEM Program by gathering existing data about your customer touch points and measuring satisfaction etc. Let us know your thoughts by commenting below, or reach out to us on Twitter: @NICE_CX.

2015 28

2015 CEM Definition Measurement 28

Responsetek

MAY 4, 2018

Thankfully this dilemma is starting to be addressed, one example is UK retailer TESCO, who, in 2015, decided to remove 30,000 of the 90,000 products from their shelves. At its heart, the decision was made to help enable choices to be made effectively and swiftly. .

CEM 40

CEM 2004 Consumers Presentation 40

ENGAGE.cx

JULY 9, 2015

Social is driving sales for ecommerce: Q1 2015 data from a MarketLive survey indicates that US retail ecommerce traffic driven by social jumped nearly 200% between Q1 2014 and Q1 2015. And, of course, there is the prominence and influence of social. But do any work together? Are they really providing value to the customer?

Customer Experience 40

Customer Experience Hotels 2014 2015 40