Introducing VoC Jumpstart

Monday, February 23, 2015 0 No tags Permalink

A subject we have covered quite frequently here before, is how difficult it can be to prove the ROI of any new Voice of the Customer (VoC) project. We have, in the past, discussed how potential ROI can be calculated, and we have also published white paper covering this. However, ...

New CXM in Retail Research Published

Thursday, February 19, 2015 0 No tags Permalink

Independent publisher and research group, The Retailers Imperative has just published the findings of some recent research in to the adoption and strategic importance of Customer Experience Management (CXM) within the retail sector. The research results have been presented in a new report titled A Strategic Approach to Customer Experience. Before ...

All Channels Are Not Equal Within an Omni Channel Customer Experience

Thursday, February 12, 2015 0 No tags Permalink

One of the main concerns for companies that have embraced Customer Experience Management (CXM) is to provide the most streamlined, effective way for consumers to interact with the business. We quite often talk about an omni channel approach, whereby customers have access to a wide range options for contacting the ...