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Customer Experience Exchange

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November, Volume 1, Issue 7

Innovation, skills key to an effective customer experience strategy

November, Volume 1, Issue 7

Issue Highlights

- CEM requires more than just customer service skills
- Customer experience management technologies shape business strategies
- CEM jobs employ both sides of the brain

Previous Issues

Choose a Year:
2012
2011

- Are companies implementing customer experience management software too quickly?
  September 2012, Vol. 1, Issue 6 Includes:
  - Tie contact center and IT for strong customer experience management
  - More companies join CEM choir but still lack maestros
  - Treat customers like assets and they will act in kind
  View Issue
- Social CRM goes to market
  August 2012, Vol. 1, Issue 5 Includes:
  - Southwest, others make mobile and social CRM fly
  - Mobile commerce apps deliver munchies and more to customers
  - Facebook ad spending continues despite big exits
  View Issue
- Tips for effective social CRM strategy
  May 2012, Vol. 1, Issue 4 Includes:
  - MLB teams batting a thousand with social CRM strategy
  - Searching for a social CRM strategy, companies pin hopes on Pinterest
  - Social media analytics: Still trial and error
  View Issue
- Companies explore team building to improve customer experience
  March 2012, Vol. 1, Issue 3 Includes:
  - Team building boosts contact center agents’ performance
  - Loyalty programs good, observers say, but customer service must lead
  - Internal social CRM strategies, personality seen as building brand awareness
  View Issue
- Contact center strives for strategic role
  January 2012, Vol. 1, Issue 2 Includes:
  - Cross-channel communication CEM support: A work in progress
  - Technology-empowered agents create a positive customer experience
  - Contact center strives for strategic role in customer experience management
  View Issue
- How to make customer experience strategy a priority
  November 2011, Vol. 1, Issue 1 Includes:
  - Bridging the customer experience chasm
  - Employee focus transforms customer experience management strategies
  - Measurement, monitoring essential to customer experience management
  View Issue

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