Expansive platforms for managing the complete customer lifecycle

Our expertise comes from our unique research and decades of experience not found anywhere else in the industry. It can help you make Customer Experience Management tools and processes impactful to your organization. Consider these insights as you look to assess and improve your customer experience efforts.

Definition

Customer experience management is the process of orchestrating customer journeys as they interact with different arms of an organization. It includes of measuring the success of interactions, analyzing customer sentiment, and finding moments of connection that you can leverage for better experiences and higher customer satisfaction.

Research Fact

The majority of organizations (59%) rate customer satisfaction scores as the most important customer metric, with almost half also citing customer lifetime value, indicating an awareness of the need to deliver positive experiences.

Best Practice

Organizations should incorporate as many relevant stakeholders in CEM decision-making processes, including service, sales and marketing team leaders.

 

Our guidance on Customer Experience Management provides advice on how to embrace technology effectively. If you are ready to learn more on how we can help your efforts in CEM, check out our research below or reach out to us directly, and get started on your journey to excellence.

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