CloudCherry

DECEMBER 1, 2018

What credit unions need is a CEM that moves beyond describing the member experience to start providing the insights and driving the actions to improve it. Here are three areas from the CloudCherry CEM Platform that provide valuable and useful data to drive change. Moving from Descriptive to Predictive.

CEM 150

CEM Net Promoter Score Touchpoint NPS 150

CloudCherry

OCTOBER 19, 2018

What credit unions need is a CEM that moves beyond describing the member experience to start providing the insights and driving the actions to improve it. Here are three areas from the CloudCherry CEM Platform that provide valuable and useful data to drive change. Moving from Descriptive to Predictive.

CEM 150

CEM Net Promoter Score Touchpoint NPS 150

CloudCherry

AUGUST 30, 2018

With advanced predictive analytics , customer experience leaders can pinpoint exactly what they need to do to move the needle and drive ROI. Predictive analytics can help companies become better at spotting the opportunities to head off individual issues, but they generally have limited ROI. Gain insights and pivot quickly, if needed.

NPS 150

NPS E Commerce Financial Contact Center 150

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. Ensuring that CEM activities are at the heart of all decision-making processes within the organization.

CEM 40

CEM 2015 E-support Customer Centricity 40

PeopleMetrics

MAY 28, 2020

Setting up a process and using a professional alert management system to continuously follow up with at-risk customers will generate ROI on your VoC investment. However, if you want an even bigger ROI and to reduce the chance of churn across all of your customers, implement root cause analysis (RCA) on each and every recover alert.

CEM 87

CEM 2001 ROI E-support 87

PeopleMetrics

AUGUST 7, 2019

For almost any initiative in business, the way to convince leadership to invest is to show them a return on investment (ROI). 2016) that provides compelling ROI evidence that CX matters, including the ability to charge a higher price when you deliver a better customer experience. Look inside at CLV to determine ROI.

Leadership 70

Leadership ROI CEM 2001 70

PeopleMetrics

FEBRUARY 21, 2018

Customers will not be happy, they won't come back, and you won't get the ROI from your Voice of Customer program. Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. More #CXSecrets. As CEO, he guides the company’s vision and strategy.

Marketing 67

Marketing CEM 2001 Advertising 67

Experience Matters

APRIL 7, 2015

We help businesses mature their program over time with expert consulting services. We speak, blog, write industry articles, consult with clients and develop methodologies and documentation to improve our client’s VoC/CX practices. Our services team has helped with over 1,000 customer experience management initiatives. ResponseTek.

2015 97

2015 Multi-Channel 2014 CEM 97

Clarabridge

MARCH 21, 2017

And while customer experience management (CEM) activities should be data-driven, it is hard to figure out which data to use. What will make the most impact as you expand your CEM program? Focus on high volume sources to demonstrate ROI. Tie ROI and value at each step along the way. Big data can be overwhelming.

CEM 61

CEM Customer Experience ROI Metrics 61

Gainsight

JANUARY 11, 2024

.” While customer education didn’t gain the widespread recognition it deserved until relatively recently, it’s quickly gaining mainstream status, and the role of Customer Education Manager (CEMs) is becoming common. Let’s demystify these roles to answer some fundamental questions: How are CSMs and CEMs different?

CEM 52

CEM Customer Success Management Customers 52

PeopleMetrics

MAY 24, 2018

These easy-to-use best practices provide CX leaders with the tools needed to build exemplary Voice of Customer programs that deliver ROI, turning customer feedback into gold. Earlier in his career, he spent five years at the Gallup Organization, where he was the practice leader of their consulting division.

Feedback 54

Feedback CEM 2001 Chief Customer Officer 54

PeopleMetrics

MARCH 16, 2020

Taking action on an individual customer response to a survey about a recent experience is the most direct evidence of ROI for VoC programs. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. As CEO, he guides the company’s vision and strategy.

CEM 77

CEM 2001 ROI Contact Center 77

Middlesex Consulting

MARCH 5, 2018

This article describes why and how to implement the peak-end rule to improve the ROI of your customer experience (CX) efforts. I realized that four of the attendees were either looking for a new position or gave up looking and started consulting. Mr. Lee lives in Hong Kong and has been President of Global CEM for almost 17 years.

Customer Experience 60

Customer Experience Events CEM ROI 60

Middlesex Consulting

MARCH 5, 2018

This article describes why and how to implement the peak-end rule to improve the ROI of your customer experience (CX) efforts. I realized that four of the attendees were either looking for a new position or gave up looking and started consulting. Mr. Lee lives in Hong Kong and has been President of Global CEM for almost 17 years.

Events 60

Events CEM ROI Effort Score 60

PeopleMetrics

OCTOBER 3, 2019

The CX story you tell executives must reinforce the program’s ROI. If this step is not taken, ROI will be more difficult to prove in the future, and the program will become little more than a data collection exercise. And be specific. How many customers has the VoC program saved? How many positive social reviews has it generated?

CEM 59

CEM 2001 ROI Touchpoint 59

ClearAction

FEBRUARY 7, 2016

51% of companies that are investing at least 10% in customer experience efforts are reaping referral rates of 10% or more; only 22% of companies that are investing less than 1% in CEM achieve referral rates of 10% or more.(3). < Customer Experience ROI by Leveraging Customer Data article. Customer Experience Innovation.

Article 48

Article Customer Experience 2009 White Paper 48

Innovative CX

FEBRUARY 26, 2019

Educational opportunities abound at universities like Rutgers CEM mini-MBA, online courses and webinars. Let’s agree that we are ALL CX practitioners whether we work in a company, an organization, a research firm, an independent consultant or for a vendor or supplier to the industry. What’s in a name? One final thought.

CEM 40

CEM Customer Experience Professionals Webinar ROI 40

SurveySensum

MARCH 20, 2024

From launching industry-specific surveys to real-time text analysis to a closed-loop ticketing system, the tool packs a strong punch when it comes to extracting actionable insights, taking action in time, and boosting the overall customer experience while driving the CX-driven ROI. The tool has taken CXM a step beyond.

Customer Experience Management 52

Customer Experience Management 2024 Customer Experience Management 52

SurveySparrow

OCTOBER 25, 2019

If you want to have an Omni-channel approach as an important part of your customer experience, then you need to consult with all the stakeholders to discuss how you want the customer experience to be like across all channels. Measure ROI From Delivering a remarkable CX. CEM tools are part of every business that desires growth.

Customer Experience 77

Customer Experience Customer Journey Mapping Multi-Channel Net Promoter Score 77