Customer experience management
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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.

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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.

4:40

Outside-in architecture

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

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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.

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Customer experience management boosts revenue

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

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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.

5:40

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.

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Jul 22, 2015

Qmatic improves customer experiences

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

3:50
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.

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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.

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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.

3:50
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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