Customer Contact Central

Lesson #2: CX Measurement Is Hot, But It's Not What You Think It Is

PeopleMetrics

JULY 17, 2018

As noted previously, the term VoC is frequently used to describe the measurement of the customer experience; so is the term customer experience management (CEM). He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform.

Telecommunications

Telecommunications Wireless Surveys Feedback

5 Strategies for CX Excellence

PeopleMetrics

JULY 20, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data.

Customer centricity

Customer centricity Feedback Surveys Consulting

Customer experience vs. customer relationship: What’s the difference?

Method:CRM

AUGUST 15, 2022

This acronym can refer to anything from a whole department of employees to software to fulfill this objective. Meanwhile, customer experience management (CEM) aims to attract and retain customers to build trust in the brand. The two have in common that companies use CRM and CEM platforms to achieve the above goals.

Customer Experience

Customer Experience CRM Journey mapping Feedback

What is the purpose of customer experience management?

ViiBE Blog

AUGUST 17, 2021

What's the meaning of customer experience management (CEM)? Customer experience management (CEM) stands for efforts organizations takes to make the customer experience and customer journey as seamless and resolute as possible. CEM can sustainably turn your customers into brand ambassadors.

Customer Experience

Customer Experience Management Automotive Brand ambassadors

CEMs vs. CRMs (And Why You Need Both)

PeopleMetrics

DECEMBER 12, 2017

“Customer Experience Management (CEM) and Customer Relationship Management (CRM) are the same, right?”. While it may be true that at their core, both systems revolve around the key interactions a customer has with your brand, CRMs and CEMs serve distinctly different purposes and operate from two contrasting angles.

CRM

CRM Finance Feedback Analytics

Best Practices in Communications to Improve Employee Experience

PeopleMetrics

MAY 13, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data.

Best practices

Best practices Customer centricity Feedback Consulting

PeopleMetrics Experience Management Platform Roadmap Preview

PeopleMetrics

FEBRUARY 25, 2021

YouTube: [link]. LinkedIn: [link]. Twitter: [link]. Instagram: [link]. Facebook: [link]. ? ? ?.

Management

Management SaaS Surveys Feedback

Identify the Right Technology to Support Customer Experience Programs

Centriam Customer Experience Lab

APRIL 11, 2018

Scott Brinker's most recent Marketing Technology Landscape famously touts 5,381 different software solutions. Software choices are obviously growing, but this abundance of choice fuels confusion. Do you need a CCCM, a DMH, an EFM, or a CEM? So which technology should you turn to improve your customer experience?

Technology

Technology Customer Experience Marketing Analytics

Lesson #7: CX Is NOT The Same As Customer Service. Know The Difference.

PeopleMetrics

AUGUST 31, 2018

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data.

Customer Service

Customer Service Consulting Consulting Analytics

A Bonus Recommendation for Reopening Your VoC Program

PeopleMetrics

JULY 13, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data.

Surveys

Surveys Consulting Consulting Feedback

How to Write a Really Bad Survey

PeopleMetrics

JULY 29, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data.

Surveys

Surveys Consulting Consulting Analytics

Lesson #10: B2B VoC and B2C VoC Are Completely Different

PeopleMetrics

JUNE 4, 2019

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data.

B2C

B2C B2B Real estate Airlines

Lesson #9: VoC Programs Are Not Old-School CSAT Tracks

PeopleMetrics

FEBRUARY 20, 2019

When VoC software platforms emerged, everything changed. PeopleMetrics and others in the industry could now offer the same type of customer satisfaction programs at a third of the cost of previous methods—and deliver results in real time through our software. This required a lot of manpower, technical equipment, and overhead.

Feedback

Feedback Surveys Consulting Consulting

5 Recommendations for Reopening your VoC Program

PeopleMetrics

JUNE 29, 2020

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data.

Surveys

Surveys Feedback Consulting Consulting

The One Relationship That Determines The Success of Your VoC Program

PeopleMetrics

DECEMBER 27, 2019

Once you specify how frequently you need this information to be collected—such as daily, twice a day, or weekly—you can request it from IT, and then upload the flat file with customer information into your VoC software platform so you can start sending out surveys. Legal can help you create a contract with that partner.

Telecommunications

Telecommunications APIs Analytics Feedback

If you want a consistent experience across all touchpoints, you must ask for customer feedback at each one

PeopleMetrics

SEPTEMBER 12, 2019

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data.

Feedback

Feedback Interactive Voice Response Surveys Contact Center

Lesson #6: You Have To Use NPS, But You Should Also Include Other Measures of CX In A Transactional VoC Survey

PeopleMetrics

AUGUST 21, 2018

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data.

Surveys

Surveys Banking Accountability Consulting

Build Your VoC Program From Where You Are: Part 1 - Building Phase

PeopleMetrics

JUNE 17, 2020

After that, it is key to determine how to get that customer information into your VoC software platform so surveys can automatically go out after an online chat in this example. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform.

Surveys

Surveys Feedback Consulting Consulting

The Role of Customer Experience in Telco

Lumoa

JULY 21, 2022

Before delving any deeper, let’s take a moment to define telecom customer experience management (CEM or CXM) and how brands in this industry have historically performed. Now that we’ve covered a few of the effects of the customer journey in the telecom industry, let’s go over a few basic tips to help improve CEM in your organization.

Customer Experience

Customer Experience Telecommunications Metrics Feedback

6 Best Practices for Managing Volunteer Experience Programs for the Nonprofit Sector

PeopleMetrics

JANUARY 10, 2018

A central element of a true Customer Experience Management (CEM) program is “closing the loop”. A CEM program provides motivation to the employees of a job well done when the feedback is positive, and it offers course corrections when they receive negative comments. Assure the anonymity of your volunteers.

Best practices

Best practices Management Surveys Feedback

Communicate, Communicate, Communicate — To All Internal Stakeholders — Or You Will Regret It

PeopleMetrics

NOVEMBER 22, 2019

Users need to know how to log in to your VoC software platform and how to handle customer complaints about a recent experience. He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. Communication should be ongoing. Communication must continue.

Feedback

Feedback Consulting Consulting Marketing

A Bonus Lesson from Listen or Die

PeopleMetrics

JUNE 18, 2019

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data.

Best practices

Best practices Interactive Voice Response Chatbots Consulting

Survey Health Is Everything. The Success of Your VoC Program (And Probably Your Job) Depends on It.

PeopleMetrics

OCTOBER 29, 2019

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data.

Surveys

Surveys B2C B2B Feedback

Introducing CX Secrets with Sean McDade

PeopleMetrics

FEBRUARY 2, 2018

Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data.

Consulting

Consulting Consulting Feedback Analytics

#CXSecrets: Use Internal Benchmarking to Quickly Enhance CX

PeopleMetrics

MARCH 12, 2018

Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data.

Benchmark

Benchmark Feedback Metrics Best practices

#CXSecrets: Collecting Feedback IS a Touchpoint

PeopleMetrics

MARCH 26, 2018

Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data.

Feedback

Feedback Surveys B2B Call Center

Do You Need a Survey Tool or a VoC Partner?

PeopleMetrics

OCTOBER 3, 2019

When you purchase a tool, you’re essentially buying software licenses so that your team can configure and manage your VoC. As the customer experience lead, you need to focus on how to improve the customer experience rather than managing a complex software process and providing technical support. Prove value right away.

Surveys

Surveys Technical Support Analytics Consulting

CX Secrets: The Importance of Aligning CX with Marketing

PeopleMetrics

FEBRUARY 21, 2018

Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data.

Marketing

Marketing Advertising Consulting Consulting

8 Customer Experience Tools for IT Companies

CSM Magazine

FEBRUARY 22, 2022

Customer experience management (CEM) consists of managing all these interactions to insure that customers’ perceptions are positive and consistent over time, leading them to remain loyal to your brand. Freshdesk (customer helpdesk software). Spiceworks (help desk and IT community software).

Customer Experience

Customer Experience CRM Big data SaaS

CX Secrets: CX Leaders Shouldn't Focus on Managing Feedback Systems

PeopleMetrics

MARCH 7, 2018

Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data.

Feedback

Feedback Management Consulting Consulting

CX Secrets: Keeping a CX Mindset

PeopleMetrics

FEBRUARY 12, 2018

Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data.

Banking

Banking Call Center Consulting Consulting

How to Gain Leadership Buy-In for VoC. HINT: Show Them The $$$

PeopleMetrics

AUGUST 7, 2019

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data.

Telecommunications

Telecommunications Consulting Consulting Surveys

Customer Care … CRM … Customer Experience — What’s the Difference?

ClearAction

DECEMBER 14, 2017

All of these terms are components of customer experience management (CEM), which is the broadest and deepest way of viewing customers and their role in the success of any organization (for-profit, non-profit, or government). Indeed, CEM encompasses all of these practices, and more. Lynn Hunsaker.

CRM

CRM Customer Care Customer Experience Customer advocacy

#CXSecrets: Don't Limit Feedback Opportunities

PeopleMetrics

MARCH 21, 2018

Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data.

Feedback

Feedback Surveys Benchmark Consulting

ANNOUNCING Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold

PeopleMetrics

MAY 24, 2018

Complete the form to receive an email notification when it goes on sale: Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. As CEO, he guides the company’s vision and strategy.

Feedback

Feedback Chief Customer Officer Best practices Consulting

25 Staff Appreciation and Recognition Ideas That Won't Break the Bank

PeopleMetrics

DECEMBER 12, 2019

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data.

Banking

Banking Consulting Consulting Feedback

6 New Clarabridge Features that Will Make your Life Easier (and Your Business Smarter)

Clarabridge

NOVEMBER 18, 2015

Last week, Clarabridge announced new enhancements to our Customer Experience Management (CEM) technology. The goal of these enhancements is for you to spend less time inside our software, and more time working to improve your customers’ experiences. Need a proven CEM solution? Request a Demo.

Feedback

Feedback Surveys Engineering Accountability

American Airlines Creating Wi-Fi Friction

PeopleMetrics

FEBRUARY 13, 2018

Sean McDade founded PeopleMetrics in 2001 and he is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data.

Airlines

Airlines Customer effort Accountability Consulting

Customer Care … CRM … Customer Experience — What’s the Difference?

ClearAction

DECEMBER 14, 2017

All of these terms are components of customer experience management (CEM), which is the broadest and deepest way of viewing customers and their role in the success of any organization (for-profit, non-profit, or government). Indeed, CEM encompasses all of these practices, and more. Lynn Hunsaker.

CRM

CRM Customer Care Customer Experience Customer advocacy

Key Findings from our Accounting & Tax Services Study [Infographic]

PeopleMetrics

MAY 4, 2018

Maybe software needs updating, staff needs better training, or processes need to be streamlined. Check out the infographic for the rest of the results: PeopleMetrics provides CEM software and CX expertise to help companies measure, act on and improve the customer experience. As the old saying goes, hindsight is 20/20.

Accountability

Accountability Analytics Surveys Feedback

Has Your CX Lost The Human Touch?

PeopleMetrics

JUNE 26, 2019

The CX space has seen significant movement over the last few years – between multibillion-dollar acquisitions, advancement in AI, and continuously evolving core software, the industry is experiencing a renaissance. Almost every business has some sort of customer experience management ( CEM ) program. Conclusion.

Self service

Self service Feedback Technology Customer Experience

Lesson #1: Everyone Wants To Be Customer-Centric, But No One Knows What That Means

PeopleMetrics

JULY 10, 2018

He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform. His company offers CEM software with advanced machine learning solutions and hands-on analytical support to help companies make sense of their CX data.

Customer centricity

Customer centricity Feedback Marketing Consulting

Lesson #4: Text Analytics Is More Than A VoC Feature; It's An Absolute Must-Have

PeopleMetrics

JULY 31, 2018

Almost any VoC software platform can easily analyze these data and create graphs to aggregate and compare the responses: Maybe 30% of respondents were very satisfied, 35% very dissatisfied, and so forth. All sophisticated VoC software platforms will have a text analytics module available. Machines (Text Analytics).

Analytics

Analytics Telecommunications Wireless Feedback

MindTouch Recognized as a Top Rated Customer Experience Management Platform for 2018 by TrustRadius

Mindtouch

FEBRUARY 12, 2018

What has us so excited about this award is that it has less to do with MindTouch software and more to do with the users themselves. Specifically, we were recognized in the Small Businesses category, an esteemed group that we’re jazzed to be a part of. We even received a nifty Top Rated Badge! About the TrustRadius Top Rated List.

Customer Experience

Customer Experience Management B2B Self service

Lesson #2: CX Measurement Is Hot, But It's Not What You Think It Is

5 Strategies for CX Excellence

Trending Sources

Customer experience vs. customer relationship: What’s the difference?

What is the purpose of customer experience management?

CEMs vs. CRMs (And Why You Need Both)

Best Practices in Communications to Improve Employee Experience

PeopleMetrics Experience Management Platform Roadmap Preview

Identify the Right Technology to Support Customer Experience Programs

Lesson #7: CX Is NOT The Same As Customer Service. Know The Difference.

A Bonus Recommendation for Reopening Your VoC Program

How to Write a Really Bad Survey

Lesson #10: B2B VoC and B2C VoC Are Completely Different

Lesson #9: VoC Programs Are Not Old-School CSAT Tracks

5 Recommendations for Reopening your VoC Program

The One Relationship That Determines The Success of Your VoC Program

If you want a consistent experience across all touchpoints, you must ask for customer feedback at each one

Lesson #6: You Have To Use NPS, But You Should Also Include Other Measures of CX In A Transactional VoC Survey

Build Your VoC Program From Where You Are: Part 1 - Building Phase

The Role of Customer Experience in Telco

6 Best Practices for Managing Volunteer Experience Programs for the Nonprofit Sector

Communicate, Communicate, Communicate — To All Internal Stakeholders — Or You Will Regret It

A Bonus Lesson from Listen or Die

Survey Health Is Everything. The Success of Your VoC Program (And Probably Your Job) Depends on It.

Introducing CX Secrets with Sean McDade

#CXSecrets: Use Internal Benchmarking to Quickly Enhance CX

#CXSecrets: Collecting Feedback IS a Touchpoint

Do You Need a Survey Tool or a VoC Partner?

CX Secrets: The Importance of Aligning CX with Marketing

8 Customer Experience Tools for IT Companies

CX Secrets: CX Leaders Shouldn't Focus on Managing Feedback Systems

CX Secrets: Keeping a CX Mindset

How to Gain Leadership Buy-In for VoC. HINT: Show Them The $$$

Customer Care … CRM … Customer Experience — What’s the Difference?

#CXSecrets: Don't Limit Feedback Opportunities

ANNOUNCING Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold

25 Staff Appreciation and Recognition Ideas That Won't Break the Bank

6 New Clarabridge Features that Will Make your Life Easier (and Your Business Smarter)

American Airlines Creating Wi-Fi Friction

Customer Care … CRM … Customer Experience — What’s the Difference?

Key Findings from our Accounting & Tax Services Study [Infographic]

Has Your CX Lost The Human Touch?

Lesson #1: Everyone Wants To Be Customer-Centric, But No One Knows What That Means

Lesson #4: Text Analytics Is More Than A VoC Feature; It's An Absolute Must-Have

MindTouch Recognized as a Top Rated Customer Experience Management Platform for 2018 by TrustRadius

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