CASE STUDIES & WHITE PAPERS
Companies are capturing ever increasing volumes of data. Yet they are failing to extract value from this data. Typically, customer knowledge, including the Voice of the Customer across all three voices (direct, indirect and inferred), is stored in separate data silos, and actioned using disconnected systems. In this paper you will discover what is missing out on the opportunity to receive a truly 360 degree view of the business, and the relationship the company has with its customers.
In this case study you will learn how in 2012, Sky Italia identified the need for an increased level of manageability of its currenKPI orientated performance measurement processes and, in addition, they wanted to expand their measurement of relational NPS to also include transactional NPS tracking.
In this paper you will learn how Customer Experience Management (CXM) processes and practices can be used to deliver clearly positive benefits to revenue, for businesses that adopt it as an enterprise wide ethic. Several ideas to build your proper business case to justify investments in CXM.
In order to achieve a higher level of effectiveness in monitoring and interrogating customer analytics, marketing departments will need to make a commitment to technology. In this paper you will learn how to get the financial support from decision makers in order to successfully create a a centralized warehouse of customer intelligence.
In this paper you will learn how a customer experience maturity assessment examines the current status of Customer Experience Management in an organization, across all relevant customer experience dynamics. It delivers a holistic roadmap, with concrete actions in different customer experience areas, aligned with management goals.
When setting out along the road towards an enterprise wide Customer Experience Management (CEM) solution, it is vital to map the entire journey beforehand. You may know where you wish to go, but you need to plan carefully how to get there, and this includes understanding your starting point fully. In this paper you will learn how to plan the journey of your CEM program.
Customer Experience Management (CEM) is a customer-centric business management tool. Interest in managing the customer experience has increased as research directly connected medium and long term business profitability to levels and dimensions of customer satisfaction. In this paper you will learn how CEM provides businesses with a tool to systematically measure and improve customer satisfaction by using the customer perspective as a driver for internal business improvement.
Most marketing experts today talk about customer satisfaction: how to increase customer satisfaction, how to make a client a loyal costumer, how to increase their share-of-wallet and how to eventually engage them as a new promotions and sales channel for their products. In this paper we try to answer the following questions: what is customer satisfaction? How is the client’s experience with the brand, the product and the service related to each other? What’s the true meaning behind the customer experience and how can we truly influence the future behavior of a client by managing their experiences in a specific way?
This paper wil atempt to outline the basics of C E M , as well as show how a business case must be developed to support its implementation across the enterprise.
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