Selecting Smart Customer Experience Management (CEM) Platform? Here is Checklist
Emerging as an enterprise's growth regulator customer experience drives the sustenance of the business world. Realizing that the end goal of every business process is consumer satisfaction, industries have been prioritizing the need to meet the evolving user expectations. The same has marked a critical requirement for the organizations to adopt intelligent customer experience management solution; it helps the company to automate processes such as feedback data acquisition, user interface quality checks, organization’s efficiency evaluation and more. By integrating the potentialities of applied science of automation, technologists have innovated advanced customer experience management (CEM) tools.
Check out: Top CX Companies.
Key features and specialties are as follows.
• Consumer behavioral analytics
The main aim of assessing customer experience levels is to turn one-time customers to permanent ones. Hence, it is quintessential to maintain a record of customer details for future reference. Customer analytics serve this need effectively. The analytical system conducts many data sourcing practices and collects customer behavior details, streamlines it. With this, businesses can promote their products and services by reverting to the customers based on their choices and preferences.
• CX reporting
CX reporting founds an exclusive platform, which enables the customer experience managers to map the requirements, strengths, weak points, and trending highlights of the brand to the customer views, and expectations. This concept of real-time reporting guides the branding and marketing teams to visualize customer-centric data.
• Intelligent ML-based algorithms
Making customer experience management more productive machine learning plays a significant role in analyzing the consumer data, and streamlining the client communications and user interfaces to bring in improvements. Using predictive analysis ML tools enrich the future of customer experiences without any human intervention.
Enhanced customer experiences have the power of both empowering and forbidding the growth of an enterprise. Tech-driven customer experience management fosters actionable insights and pushes an enterprise towards connecting the professional ideas to fulfilling customer expectations.
By Tom Farrah, CIO & SVP, Dr Pepper Snapple Group
By George Evans, CIO, Singing River Health System
By John Kamin, EVP and CIO, Old National Bancorp
By Phil Jordan, CIO, Telefonica
By Elliot Garbus, VP-IoT Solutions Group & GM-Automotive...
By Dennis Hodges, CIO, Inteva Products
By Bill Krivoshik, SVP & CIO, Time Warner Inc.
By Gregory Morrison, SVP & CIO, Cox Enterprises
By Alberto Ruocco, CIO, American Electric Power
By Sam Lamonica, CIO & VP Information Systems, Rosendin...
By Sven Gerjets, SVP-IT, DIRECTV
By Marie Blake, EVP & CCO, BankUnited
By Lowell Gilvin, Chief Process Officer, Jabil
By Walter Carvalho, VP & Corporate CIO, Carnival Corporation
By Mary Alice Annecharico, SVP & CIO, Henry Ford Health System
By Bernd Schlotter, President of Services, Unify
By Bob Fecteau, CIO, SAIC
By Jason Alan Snyder, CTO, Momentum Worldwide
By Jim Whitehurst, CEO, Red Hat
By Marc Jones, Distinguished Engineer, IBM Cloud Infrastructure