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Article
How AI is rewiring retail customer experience
AI infuses the customer experience not only online, but also in stores. To that end, SAP, Adobe and Microsoft have joined forces to share data and push AI even further. Read Now
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Podcast
How e-commerce, voice activated devices could upend CX
Emerging e-commerce technologies offer exciting customization options, but what customers really want are solid products and a back-to-basics approach that makes them feel valued. Listen Now
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Article
CRM tools evolve to reflect consumer habits and provide greater insight
As customer habits change, so do the tools that markers use to analyze them. Learn about a new generation of CRM capabilities that can provide more granular information faster than traditional CRM tools. Read Now
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Podcast
Enterprise AI tools enhance customer experience
Enterprise AI is increasingly becoming integral to capturing the attention of customers, helping companies retain users. Listen Now
Editor's note
Customer experience management (CEM) is a growing part of customer relationship management, fueled by new technologies (e.g., tablets and smartphones) and the influx of social media, such as Twitter and Facebook. Glowing praise or scathing reviews are instantly viewed by millions of consumers, and companies have taken note.
This guide consists of articles that shed light on the new technologies shaping CEM today and offers advice on strategies and best practices organizations can use to optimize customer relations, increase profit and keep up with their consumers.
1Making the most of technologies and employees
Technology is important, but it's not much use without strategies on how and when to use it while managing customer relationships. This section has articles that describe how businesses are serving their customers by investing in their employees.
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Article
Six customer service channels to support
As the number of customer service channels grows, it is important to understand what your customers want in terms of service and what your organization can supply. Read Now
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Article
Tips for a smooth transition to digital customer service
Leading enterprises are shifting their customer service strategies from voice to digital channels to improve customer experience, but the process doesn't always go smoothly. Read Now
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Article
The benefits of social media as a customer service channel
Social media amplifies and publicizes customer feedback, so it is more important than ever for companies to a have social media strategy to react to concerns and provide service. Read Now
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Article
Creating a unified multichannel customer experience can still be challenging
Insight into customer interactions allows companies like Marathon Sports create a more positive customer experience. Read Now
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Article
Contact centers more central to customer experience than previously thought
Organizations viewed contact centers as drains instead of assets, but recent developments in multichannel interactions have tipped the scales. Read Now
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Article
Personalized customer service integral to sales and marketing
Tailoring the customer experience to individual interactions is crucial to successful sales. Read Now
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Article
Improve customer experience by focusing on employees
Analysts warn that businesses are at risk if they do not capitalize on the link between satisfied employees and happy customers. But without executive support, the strategy will come to naught. Read Now
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Article
Investment in employees yields better ROI
It takes money to make money, as the old adage goes. A study shows that well-paid customer service employees are happier, resulting in better customer relationships, more sales and increased profits. Read Now
2Best practices for customer experience management
This section includes best practices for organizations to follow when managing the customer experience. The articles include both success stories and stumbles of businesses that employ CEM.
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Article
To improve martech strategy and stack, hire CX staff
Creating a frictionless customer experience may be as simple as investing in more staff with designated customer experience responsibilities. Read Now
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Article
Explicit data can enhance the customer journey
Customer experiences can be improved through personalization by utilizing explicit data. Read Now
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Article
Understanding customers can lead to success
Utilizing a knowledgeable customer engagement strategy, like Starbucks has, can lead to success. Read Now
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Article
Maintaining customer relationships requires companies to keep their word
In order to keep a customer’s trust and create a positive customer experience, companies must keep brand promises. Read Now
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Article
Digital marketing derives success from linked campaigns
Linking campaigns through omnichannel marketing results in a more seamless customer experience. Read Now
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Article
Content matters in customer experience management
Delivering the right content the right way at the right time is essential for successful customer experience management. See what steps businesses are taking to communicate information to their customers. Read Now
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Article
Customer experience continues after the sale
Data suggests post-sale customer interactions are important to customer retention. Read Now
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Article
How to plan for customer experience management
Customer experience management is not just about managing customers; it's also about managing the processes. Experts weigh in with advice on what companies should do to improve customer service quality. Read Now
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Article
CEM a priority, not an afterthought
Jeanne Bliss, co-founder and vice chair of Customer Bliss, a customer experience consultancy based in Los Angeles, shares her insights on why executives should regard CEM as the true work of their organizations. Read Now
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Article
IT and contact center must join forces for great CEM
For customer experience management to succeed, it is imperative that the contact center and IT department improve communication and work in tandem. Collaboration is key to preventing frustration and project delays. Read Now
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Article
Customer journey maps help companies understand patrons
Customer journey maps enable companies to create a better customer experience through insight. Read Now
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Article
Re-measure contact center metrics
Evaluating employee performance is a catalyst for improving performance, but the metrics used to do so are sometimes outdated. Contact center metrics should be updated to relate more to customer experience management and business drives, not just tally call-handling goals. Read Now
3How much do you know about customer experience management best practices?
Take this short quiz to see how much you've learned about customer experience management.