With the digital shift, enterprises are making huge investments in refining their Customer Experience Management (CEM) strategy. Successful organizations integrate their customer, digital, marketing, and IT strategy to deliver exceptional customer experience. CEM involves doing an extensive research on the customer journey, collecting voice of the customer, identifying areas of improvement, and creating a target customer experience specific to your organization.
The biggest advantage that CEM offers is the ability to increase customer loyalty manifold and, consequently, create customer advocates. Research has consistently shown that customers who exhibit more than average satisfaction with their brands tend to continue their relationship with these brands. They add further value to the brand by being unpaid brand ambassadors.
With proliferation of marketing channels and hypersensitive customers, the key indicators of a satisfied customer have also changed. The focus of new customer experience engagements has changed from satisfying customers to delighting customers, and requires adoption of new performance metrics.
This report examines the three myths that prevent enterprises from being able to move from “good” CEM practices to truly best-in-class. By looking beyond these myths, enterprises can move from a transactional view of their CEM practice to one that dovetails multiple components into a comprehensive whole.
Internet of Things (IoT) is being rapidly adopted by enterprises across industries to achieve higher efficiency, enable data-driven decision making and explore new revenue opportunities. It is being heralded as the next industrial revolution, leading…