eBook: Understanding customer experience management
It is more important than ever to understand, nurture and manage your customers' experience along the continuum of their customer journey.
Managing customer expectations with interaction analytics
Only customer satisfaction scores are a real indicator of the outcome of interactions, says Cecilia Jofr?, Executive of Intuate Group.
Sometimes agile is just not enough
Companies should not adopt agile and CEM as the outcome; these are enablers to achieve cost reduction, improved revenue and improved customer satisfaction, says Biase De Gregorio, managing executive (relationship leader) at IQ Business.