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
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.
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
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
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.
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
Explicit data can enhance the customer journey
Customer experiences can be improved through personalization by utilizing explicit data. Read Now