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More companies join CEM choir but still lack maestros
This article is part of the Customer Experience Exchange issue of September 2012, Vol. 1, Issue 6
Does your organization have a chief customer officer? If not, you’ll most likely want one in the coming months, especially if your company is in a high-touch industry like finance or professional services. There are about 100,000 customer experience management (CEM) professionals in North America, according to Bruce Temkin, managing partner of the Temkin Group, a Newton, Mass., consulting firm that specializes in the burgeoning customer experience field. Hail to the chief What is a chief customer officer, and where does a professional like this come from? In most cases, chief customer officers are cultivated inside the company, experts say. In a survey of 200-plus large businesses, the Temkin Group found only 7% of companies are truly customer-centric, while most are trying to move toward that goal. Nearly six out of 10 have a senior executive leading customer experience efforts, and the average number of customer experience employees per company is seven. Bruce Temkin, CEO of the Newton, Mass., consultancy, said customer ...
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.