Encouraging CEM Buy In

Wednesday, October 31, 2012 0 No tags Permalink

You may have already identified the value of Customer Experience Management (CEM) as a strategic tool to extract value from the customer relationship. You may have already concluded that the Voice of the Customer (Voc) is an incredibly valuable source of big data, which can be analyzed and actioned to ...

Batelco Hosts CEM Workshop

Tuesday, October 30, 2012 0 No tags Permalink

Batelco is the top telecommunications company in Bahrain. For the last four years Batelco has held a Customer Experience Workshop, with the fourth of these events only just having finished. Batelco came up with the idea for a CEM workshop as part of an ongoing initiative to improve the customer ...

What is a Chief Customer Officer?

Saturday, October 27, 2012 0 No tags Permalink

Over the last few months, Customer Experience Management has become one of the hottest topics for every size if business. An unsurprising occurrence is that companies which are taking their CEM initiatives seriously have identified a need for a senior decision maker to oversee all CEM responsibilities. The Chief Customer ...

CEM Roadmap: A Route to CEM Maturity

Friday, October 26, 2012 0 No tags Permalink

Customer Experience Management (CEM) is a mature set of technologies and methodologies which every modern business should exploit. We make the case that the route to CEM maturity should begin with developing a CEM roadmap. No journey can begin without a clear definition of both its start and ultimate end. This ...

Forrester Survey Highlights CEM as High Priority

Friday, October 26, 2012 0 No tags Permalink

CEM is becoming a mature set of business processes and associated technologies, at an ever increasing rate. A growing number of companies have clearly identified Customer Experience Management as a vital ingredient to a healthy business. Once adopted, CEM will increase customer satisfaction and boost customer loyalty, but what benefits ...