Released: Friday, August 7, 2015
Customer experience management (CEM) represents a terrific shift that requires service providers to go beyond collecting, evaluating and responding to data about transaction-based events, to an experience-based approach that anticipates customers’ needs and puts the customer at the center of every interaction, inside and outside the business.
Customers interact with service providers in a multitude of ways and across a variety of channels – many that are managed by the service provider and, more recently, some that are not. This report examines some of the factors affecting CEM and emphasizes the value and importance of measuring both customer experience and the efforts underway to improve it.
