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). In turn, the best way to secure executive sponsorship in VoC is to demonstrate that improving the customer experience pays big returns. Start with the facts.

Leadership 70

Leadership ROI CEM 2001 70

Responsetek

MAY 8, 2018

Customer Experience Management (CEM) is a methodology of measuring business performance based on the voice of the customer at all touch points in order to drive continuous customer-focused improvements. YOUR ‘MOMENTS OF TRUTH’ WITH CUSTOMERS. INTRODUCTION. Industry Story – Front Line Engagement. CONCLUSION.

CEM 40

CEM Insurance Telecommunications Retail 40

Experience Matters

APRIL 7, 2015

1) Company Overview: Clarabridge’s customer experience management platform helps hundreds of the world’s leading brands understand and improve the customer journey. Our services team has helped with over 1,000 customer experience management initiatives. Clarabridge. ResponseTek.

2015 97

2015 Multi-Channel 2014 CEM 97

Ian Williams

MARCH 19, 2020

I often get asked the question “so, you’re a customer experience guy. And I think that’s something we can both agree with. Christopher: Yeah. Ian: However from your perspective what tips and thoughts can you put forward about what needs to be included within a business case? So, which sectors?”

Leadership 52

Leadership Consulting Financial Customer Experience 52

Lumoa

JUNE 22, 2021

About this episode In this episode, we are joined by Merete Medle, Customer Experience Manager at ICE Norway. We talk about democratizing customer experience in organizations and the importance of being able to offer diverse experiences. Sofia: So well, you do like a lot of things.

Customer Centricity 78

Customer Centricity Insights Hotels Customer Experience 78

Michel Falcon Experience

FEBRUARY 11, 2019

So I interviewed for both and I got offers for both and I decided that it was going to be 1-800-GOT-JUNK largely because they were doing this already culture engagement experience. Even before anybody even said the words, customer experience management, they were leveraging that to grow their company.

Customer Experience 60

Customer Experience Customer Service Customers Hospitality 60