PRO+ Premium Content/Customer Experience Exchange

Features in this issue

• Customer experience management technologies shape business strategies

  by  Cameron Kittle

  With technology rapidly changing, companies want the latest innovations that mesh with their customer experience management strategies. But it also takes the right employees to make CEM work, industry observers say.

• CEM jobs employ both sides of the brain

  by  Cameron Kittle

  Every customer experience management project needs a creative thinker, but what about a numbers guy or a people person? Success depends on getting all three in one hire, industry observers say.

• CEM requires more than just customer service skills

  by  Sue Hildreth

  It’s not just tools companies need to power customer experience management; it’s employees who can do the job. And the skills those workers need to go far beyond mere customer service.