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CIO Applications Weekly Brief

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  • Customer Experience Management
Editor's Pick (1 - 4 of 8)
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The Business of Service Management

The Business of Service Management
Mitch Kenfield, Principal, CIO Advisory Practice, KPMG US

Customer Engagement Management and Technology

Customer Engagement Management and Technology
Manuel Bautista, CIO, Harvard Maintenance

Predictive Analytics Key Component of Customer Experience Management

Predictive Analytics Key Component of Customer Experience Management
Richard Barton, CIO, American Management Association

FizTrade: A Customer Experience Management Case Study

FizTrade: A Customer Experience Management Case Study
Tom Grounds, CIO, Dillon Gage Metals

Transforming Customer Experience with Information and Technology

Transforming Customer Experience with Information and Technology
Jiunn Tan, CIO, Ascend One

How Customer Experience is Getting in the Way of a Great Customer Experience

How Customer Experience is Getting in the Way of a Great Customer...
Yasminka Nemet, Chief Marketing and CCO, MV Transportation

The Intersection of Technology and Customer Experience in the Field: Getting It Right

The Intersection of Technology and Customer Experience in the...
Claudine Bianchi, CMO, ClickSoftware

Revolutionizing Customer Relationships through Chatbots

Revolutionizing Customer Relationships through Chatbots
Mamie Peers, VP of Digital Marketing, The Cosmopolitan of Las Vegas

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Getting Customer Experience Right

By CIO Applications| Wednesday, May 15, 2019
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The race for the possession of customer experience is always on. Companies that create exceptional customer experience can set themselves apart from their competitors. Each time consumers interact with a company it leaves an impression.  Customer experience has been around as long as businesses have and with the arrival of new technologies, the expectations for what great customer experience looks like have also changed tremendously.

Technology has changed the way customers communicate, and the web put information a single click away.  With mobile devices, social media channels, and smart technology consumers get constant and incredible accessibility to content driving consumers to crave experiences. As a result of this shift, companies are continually setting a higher bar for customer experience. Brands have created on-demand services and products that place customer convenience a priority and hence develop a culture of radical transparency that humanizes the faceless brands making the customer experience public news. A significant customer interaction gets showcased, and the brand starts getting applause from all the corners of the internet, or a negative remark leaves the company with a nightmare that warrants a public apology. Brands are beginning to realize the focus on delivering better customer experiences across the customer journey will help to gain control over the brand.   

CEM Tech Companies: Smart Communications, ZOOM International, SERVICE 800

Brands also need to measure lag indicators instead of leads. A lag measure reveals whether the company achieved the goal, but lead indicators track the critical activities driving its success and are influenced directly by them. The key is not to focus on any customer experience indexes but to stress on the actions that will help deliver excellent customer experience. Brands could facilitate this by sharing best practices or seeing things in the customer’s perspective.

Fortunately, there are several new ways to capture and quantify the customer touchpoints that adds to the customer experience. Businesses are increasingly launching customer experience management platforms to gauge customer experience holistically across every department, roles, and customer types. So it is time for brands to think about how they will approach their customer experience strategy to outpace the competition in the market.

Check this out: Top CEM Tech Companies

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