Issue OverviewCustomer Experience Exchange - September 2012, Vol. 1, Issue 6
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. Access >>>
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Tie contact center and IT for strong customer experience management
by Vangie Beal
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.
Treat customers like assets and they will act in kind
by Sue Hildreth
Treating patrons like assets and aligning company priorities is touted as a winning customer experience management strategy.
- Tie contact center and IT for strong customer experience management by Vangie Beal
More companies join CEM choir but still lack maestros
by Sue Hildreth
Getting a full view of customers and anticipating their needs will create a winning CEM strategy, according to executives and experts.
- More companies join CEM choir but still lack maestros by Sue Hildreth
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Contact centers are struggling to stay on top of the myriad communication channels available to consumers today. To effectively manage those channels...
If you were asked to define either an on-premises or hosted contact center, could you? Don't fret if you can't: Many professionals don't know the ...
Can automation improve the customer experience? Some say it can by creating a standardized, consistent experience. Automation technologies like ...