The ability to effectively manage relationships with prospects and customers can make or break an organization. Unfortunately, there is currently no “one-size-fits-all” solution to managing these experiences, which means Customer Experience Management (CEM) is hard, complicated, and very new. In this Insight Paper, Tim Walters makes the case for CEM by explaining that empowered customers, enabled by new technologies, are demanding more and more dynamic and engaging experiences with the brands they love. The days of blind loyalty are long gone, and customers are quick to choose the competition when their expectations aren’t met. Tim also brings clarity to the confusion surrounding CEM, and dispels several myths about CEM along the way. Readers are left with a better understanding of their options for assistance with their own CEM initiatives, and where Service Providers fit in the CEM equation.Download now
CEM is an imperative because you're either competing with superior customer experiences -- or you're not even part of the game.
Tim Walters, Ph.D.,
The CEM Imperative.