Customer experience management

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.


Are university contact centres tech savvy enough?

Education institution contact centres should be embracing technology to offer the best support and customer experience for students, says Jed Hewson, co-founder and Joint CEO of 1Stream.


Outside-in architecture

Knotion Consulting has developed a framework for customer experience management, which it uses as a starting point for outside-in architecture.


CEM means nothing without measurement

Having access to relevant, valuable and accurate data to improve business operations is vital, says Jed Hewson, co-founder of 1Stream.


Customer experience management boosts revenue

Brands that invest in customer experience management expect to see an 11% increase in revenue.


Six ways to improve customer experience

Customer experience management helps companies to change the way they handle customer interactions as they happen, says?Cecilia Jofr?, executive of Intuate Group.


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.

Jul 22, 2015

Qmatic improves customer experiences

Emerge Queue?sells Qmatic's products and solutions in SA, including its?customer experience management platform?-?Orchestra.

Apr 20, 2015

Big data transforms SA marketing sector

True personalisation can only be achieved by harnessing the massive amounts of data a company generates, in the right way, says Zareen Hartley, marketing manager at Software AG SA.


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.


Customer experience a critical concern

SA's business leaders have begun to realise the exponential costs of losing a customer, says Riaaz Jeena, sales director for Software AG SA.

Mar 17, 2014

Avaya's customer experience management solutions

The company has announced CEM solutions to help businesses master the omni-channel customer experience.

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