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Our Library
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CEM BOOKS
Exceptional Service: Customer Experience, Self Service and the Human Interaction.
While organizations race to introduce customer self service, customers demand more personalized and customized experiences. As customer self service becomes pervasive, companies struggle to...
CEM Books
While organizations race to introduce customer self service, customers demand more personalized and customized experiences. As customer self service becomes pervasive, companies struggle to...
View this libraryCustomer Experience Management Research
We keep our finger on the pulse of CEM in many different organizations by quantitatively evaluating the key issues, challenges and strategic imperatives that drive companies to implement...
View this libraryCustomer Experience Management
What does it really take to implement a long-term Customer Experience Management Strategy? How long will it take? How much will it cost?...
View this libraryCustomer Experience in the Public Sector
The improving experiences that customers receive in the private sector are increasingly influencing them to expect equal, if not better, experiences from their public sector service providers...
View this libraryCustomer Experience in B2B
Customer experience in a business-to-business setting is a special challenge. In this section you will find some of our latest thinking on how to address the challenge of delighting multiple customers...
View this libraryCustomer Experience in B2C
Much of the CEM efforts in Business-to-Consumer have been focused on deploying CRM technology and identifying valuable customers for segmented product development and marketing...
View this libraryCustomer Experience in Shared Services
Shared services groups have some of the toughest customers. Since they are cost centers designed to serve multiple corporate constituents, they often feel caught between different organizational silos and priorities...
View this libraryCustomer Centricity
Transforming a company from product to customer centricity is not as easy as putting posters on the wall and new taglines on t-shirts...
View this libraryCustomer Service
We've all experienced both good and bad customer service and know the emotions we feel about the company long afterward, both good a bad...
View this libraryExperience Innovation
Is your company striving to be at parity? Of course not. Then why is just meeting industry benchmarks the holy grail of measuring customer service?...
View this libraryEmployee's Experience
One of the most common mistakes companies make is just focusing on the customer experience and taking their employees for granted. People do business with people. And people create experiences...
View this libraryROI/Loyalty Measurements
Many new metrics are being utilized (and debated) by companies leading the way in CEM today since many loyalty programs are proving not to be as profitable as previously assumed...
View this libraryArticles in Foreign Languages
This list contains an assortment of articles and other content written in languages other than English...
View this library