Santa Claus Considers Adopting CEM

Friday, December 21, 2012 0 No tags Permalink

We received a very intriguing customer inquiry at our Swiss office earlier this week. It seems that Santa Claus has begun to recognize the importance of CEM as a tool for maintaining brand loyalty and market share. Below is the content of Santa’s letter to SandSIV: Dear SandSIV, Usually I receive letters at Christmas time, ...

Telco CEM market to Hit $2.54 Billion by 2018

Wednesday, December 5, 2012 0 No tags Permalink

Few markets face such a complex Customer Experience Management (CEM) challenge as the telecommunications market. Telcos have traditionally struggled to keep customers happy, due to the almost entirely negative slant of all touch points. Put simply, customers most usually contact their telecoms provider to complain about service problems, or billing ...

UK Telco Speaks Out On CEM

Saturday, December 1, 2012 0 No tags Permalink

The Total Telecom Customer Experience Summit took place in London last week. Among the key speakers was Wayne Schutte, the Director of Customer Experience for Everything Everywhere Ltd. Mr. Schutte delivered a straight talking address, and put forth the analogy that customer care is like landing a plane. Why did Wayne ...