Telco Customer Experience Management (CEM) is garnering increasing popularity mainly driven by the application of tools that are employed for analyzing customer feedback from various channels such as company websites, customer care centers/branches, the web, and mobile and social media. CEM, as a concept, is gaining widespread adoption since it enables companies to serve customers efficiently, thereby creating retention, reducing churn, and improving competitive abilities.
http://www.satprnews.com/2018/01/30/service-quality-management-sqm-and-telco-customer-experience-management-cem-market-by-product-type-provider-type-global-advancements-worldwide-forecasts-analysis-2014-2019/
Your customer experience management (CEM) system is up and running. You are actively listening to your customers and have an impressive 20% survey response rate. You’re measuring NPS and CSAT, and real-time alerts are coming in. That’s great! All signs point to a successful Voice of Customer (VoC) program.
But wait!..
https://www.business2community.com/customer-experience/are-you-there-company-its-me-your-customer-01970530/
“Customer Experience Management (CEM) and Customer Relationship Management (CRM) are the same, right?”
Not quite.
While it may be true that at their core, both systems revolve around the key interactions a customer has with your brand, CRMs and CEMs serve distinctly different purposes and operate from two contrasting angles.
https://www.business2community.com/customer-experience/cems-vs-crms-need-01975159/
Customer Experience Management (CEM) is getting a lot of attention in the technology market. CEM is a solution through which an organization can interact with their customers and analyze customer behavior, purchasing patterns, satisfaction, complaints, insights and their overall experience. Organizations have to reach out to customers and hence are applying this customer centric approach.
http://www.editiontruth.com/customer-experience-management-cem-getting-lot-attention-technology-market/
There’s a lot of talk that AI is the future, but the capabilities are already being widely used and it’s not really that scary, according to CEO of technology company Sherlok, Elisa Adams.
“AI is the new solution to better understanding the voice of the customer and while it does takes expertise, it doesn’t have to be overly complex or hard,” she told CMO during a recent interview.
https://www.cmo.com.au/article/630032/using-ai-enable-more-human-understanding-voice-customer-data/
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