Customer engagement is an ongoing evolution that requires a changing array of knowledge, experience, and expertise. To stay ahead of today’s digital evolutionary curve, companies have to engage with their customers and build relationships that are dynamic, complex, and work across multiple channels. Read this paper to learn about the three guiding steps to Customer… read more >
Customer Experience ManagementRSS feed
In this Insight paper, we explore the deeper delivery challenge in which the abundance of touch points in the era of an ever-present web calls for seamless and de-channeled engagement. After reading this paper, you should understand: How the “always on” Internet access affects engaging customers How your organization can leverage the “experience tier” to… read more >
Today’s powerful web search, social publishing, and social network filtering capabilities place powerful new tools in the hands of consumers. But today’s buyer’s journey is much more non-linear – as consumers can easily find information, comparative pricing, and social recommendations about a large number of competing solutions. This paper seeks to develop new models for… read more >
CEM is an imperative because you're either competing with superior customer experiences -- or you're not even part of the game.
Tim Walters, Ph.D.,
The CEM Imperative.