Premium Content

Access "Customer experience management technologies shape business strategies"

Published: 13 Nov 2012

At a Burger King in Amesbury, Mass., one of Coca-Cola’s newest creations sits next to the pick-up counter. The touchscreen soda fountain glows red and white in the dim lighting, and colorful buttons beckon customers to try out the machine. Coca-Cola Freestyle, introduced in 2009, provides a new way for people to interact with the Coke brand and delivers individual control for each user. It’s yet another example of technology shaping customer experience management (CEM). Coca-Cola Freestyle, the soda giant’s new touchscreen soft drink dispenser, is up and running at Burger King in Amesbury, Mass. The machine gives customers more than 100 drink options and lets them create their own recipes. The touchscreen machines offer more than 100 drink combinations to customers, who can stick with Coke or craft their own drink recipes—with a dozen fruit flavors and 21 base syrups to choose from, including Coke Zero, Powerade, Sprite and Dasani. The machines have been gradually deployed over the past three years in fast food restaurants, movie theaters and convenience ... Access >>>

Access TechTarget
Premium Content for Free.

By submitting you agree to receive email from TechTarget and its partners. If you reside outside of the United States, you consent to having your personal data transferred to and processed in the United States. Privacy

What's Inside

Features
    • CEM jobs employ both sides of the brain by Cameron Kittle

      Every customer experience management project needs a creative thinker, but what about a numbers guy or a people person? Success depends on getting all three in one hire, industry observers say.

More Premium Content Accessible For Free

  • Contact center technology today requires a new approach
    CEM_strategy.png
    E-Handbook

    Managing customer relationships today is about a whole lot more than a weekly newsletter and a few phone lines. Organizations ahead of the curve have...

  • The more the merrier: Customer service goes multichannel
    multichannel_communication.png
    E-Handbook

    Multichannel marketing means allowing customers to have conversations on their terms, at their convenience and using the channels -- phone, email, ...

  • Customer experience consistency key to successful CRM
    improving_customer_experience_ch4_cover.png
    E-Chapter

    The age of the isolated call center is over. Organizations need to give customers a number of ways to reach them -- websites, mobile apps, Short ...