Do you have a multi-channel or an omni-channel customer engagement strategy? Do you know the differences between the two?
Much of our research on CEM covers what happens when businesses get tactics like personalization right, but what happens when personalization goes wrong?
Is there a correlation with using more channels and company performance results?
Organizations should establish a single view of the customer across different silos in the business in order to deliver consistent messages across different touch-points.
Personalization is a key ingredient of success in customer experience management (CEM).
A recent study shows that one out of three consumers use mobile devices to find information, instead of asking store employees.
When evaluating speech analytics software solutions, buyers need to take several different elements into consideration, but which are most useful in differentiating between solutions?
Customer Experience Management mimics the behavior of today’s business and individual buyers; it’s constantly evolving.