Applying a Personal Touch to CEM

When it comes to delivering good customer service, often simply resolving issues and problems efficiently is not enough. For example, consider the scenario below: The customer calls an automated call center, is asked to key in their customer identification, or some other form of identification, they are then routed to a ...

Aberdeen Group Publishes Results of CEM Research

The Aberdeen Group has just published the results of some research it has undertaken regarding the performance of Customer Experience and Service Management, as well as Networking Application Performance. Being a CX blog, we will naturally only be taking a look at the results which relate to Customer Experience Management ...

The Growth of Customer Experience Management in 2013

A study undertaken and published by Forrester Research towards the end of 2012 indicates that the Customer Experience Management (CEM) market will grow significantly in 2013. This potential growth is attributed to the fact that many more executive and senior management decision makers are becoming aware of the importance of ...