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/
Customers want businesses to hear them, understand them and appreciate them, according to the Deloitte annual Global Contact Center Survey for 2017, says Ebrahim Dinat, COO at Ocular Technologies.
https://www.itweb.co.za/content/kxA9POvNNZlvo4J8/
The new year is a time to reflect on the past year and to commit to doing better in the coming year. This is true for us both personally and professionally. To get insight into what is on the minds of top marketing leaders about their focus for 2018, I asked several leading CMOs to complete the following sentence. “Based on what I learned in 2017, I resolve to …” Here’s what they had to say.
https://www.forbes.com/sites/johnellett/2018/01/10/provocative-and-surprising-new-years-resolutions-from-top-cmos/#5434295b4d17/
Being a CMO used to be straightforward, with a laser focus on branding, advertising and lead generation. Enterprise functions outside of marketing "ownership" were not a problem, as the CMO didn't report the financials, wasn't responsible for deploying technology, didn't have to approve all hires and really didn't "own" the sale in many cases.
https://www.marketingdive.com/news/why-cross-collaboration-is-critical-to-the-modern-cmos-success/513762/
The NPS, or Net Promoter Score, is an indicator that measures customer loyalty. Created in 2003 by Fred Reichheld, consultant at Bain & Company, it is based on an assessment of the customer’s likelihood to recommend, usually accompanied by a question such as “Which elements motivated your rating ?”. The customer is asked to give a score between 0 and 10, according to which he will be classified into one of the 3 following categories : “promoter” if the score is 9 or 10, “passive” if the score is 7 or 8, or “detractor” if it is between 0 and 6.
https://www.mediatech-solutions.com/define-implement-exploit-net-promoter-score-nps/
Internet of Things (IoT), the market for which will grow from $625.2 billion in 2015 to $1.29 trillion in 2020, has, helped drive this fundamental shift. It is this ability to connect brands directly with the end-customer that is making IoT one of the key agenda points in boardroom discussions.
http://www.financialexpress.com/industry/technology/internet-of-things-what-is-technology-all-about-find-out-here/1015206/
If you got wedged under a rock in 2017, it may be both a blessing and a curse that you missed the CRM AI media frenzy. AI showed up everywhere, rivaling electricity’s systemic emergence a century ago, allegedly injecting sage-like wisdom into everything from sales forecasting tools to email subject lines generators.
https://customerthink.com/the-8-hottest-crm-ai-trends-to-put-eyes-on-in-2018/
Another year has passed and Digital Customer Experience (CX) finds itself – once again – at the top of many business agendas. Not surprisingly however, considering many experts are calling CX ‘the new battlefield’. Dramatic, I know – but there is some truth in the expression. In fact, 2018 is the year Gartner predicted that more than 50% of organisations will redirect their investments towards customer experience innovations. So why is there such a high demand to provide a good digital customer experience? And as a result, what kinds of innovations and trends can we expect to see this year?
https://mopinion.com/top-digital-customer-experience-cx-trends-for-2018/
To kickoff the new year, Mopinion has just launched a new feature within its platform: customisable inbox filters and views. This new feature will give users total control of the views they create in their inbox of feedback items. It enables users to combine key data fields such as scores, browsers, texts, URLS and more – which provides for very specific views.
https://mopinion.com/mopinion-launches-customisable-inbox-filters-and-views/
Mopinion now offers a more secure user login process for Mopinion users with Two-Factor Authentication (or 2FA). Two-Factor Authentication is an extra layer of security that requires users to submit not only the username and password, but also an additional piece of information that can only be known to the user. This additional layer of security aims to further minimise risk and protect businesses from an online security breach.
https://mopinion.com/mopinion-adds-extra-security-layer-with-two-factor-authentication/
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