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Are companies implementing customer experience management software too quickly?
In The State of Customer Experience Management 2012 report from the Temkin Group, only 7% of the companies surveyed felt that they are “very strong” in customer experience management. In this issue of Customer Experience Exchange, discover how to boost your organization’s customer experience management approach by first defining a successful strategy and then creating goals that align with that approach. Learn how successful companies are using customer experience management software to not only improve customer brand engagement, but also employee engagement with customers.
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Features in this issue
The contact center and IT are often worlds apart, and the customer experience suffers as a result. But industry observers say a few simple principles can change all that.
Getting a full view of customers and anticipating their needs will create a winning CEM strategy, according to executives and experts.
Treating patrons like assets and aligning company priorities is touted as a winning customer experience management strategy.