Customer Experience More Important than Price by 2020

We all know that Customer Experience Management (CXM) works. Plenty of research statistics are available that prove that it does. But how important is CXM going to be in the next few years? A new report that has been published by Walker, titled Customers 2020, explains that the customer experience is ...

Retail Customers Happy to Pay More for good CXM

We all know that a good customer experience is something that consumers appreciate. Pure logic dictates that this must be true. However, how do we quantify how much consumers appreciate being taken care of well? Defaqto Research has just published the results of a survey that targeted retail customers. The survey ...

Text Mining Made Easy: Long Live Lemmatisation

When it comes to text mining applications, not all are created equal. Even today, many tech vendors selling supposedly enterprise grade text mining tools, rely on antiquated methods and technology, such as keyword lists to get the job done. These tools can take an age to configure, due to the requirement ...

Why You Need a Customer Experience Dashboard

Customer Experience Management (CXM) is now a mature, proven business methodology. A methodology that due to advances in technology such as Big Data, can have far reaching effects upon the whole business. As CXM has been adopted and adapted by major enterprises, we have seen a subtle shift from a purely ...

The Importance of the Digital Customer Experience

There can be no doubt that the face of retail has entirely changed in the last decade. We have moved from a predominantly transaction based customer experience, which revolved around in-store visits. To a digital customer experience, which encapsulates multiple channels such as ecommerce, social networking, and other web based ...

How CXM Could Help in the Travel Sector

We take a look at some travel sector facts just released by Tripadvisor, and how Customer Experience Management (CXM) could be used to solve the problems uncovered. The international travel sector is one of the largest markets in the world. In 2014, travel companies earned an estimated $1.3 trillion. Yet in ...

CXM Driving Big Data

CA technologies has just published the findings of some research it has undertaken to discern just what is driving the increasing adoption of Big Data and related technology as a central piece of tech infrastructure for many companies. The survey that the research was based upon, specifically asked questions that were ...