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Customer Experience Management by MIS Associates
 

Customer Experience Management by MIS Associates

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This presentation was made in April 2012 at the Text Analytics Summit in London. The presentation outlines Customer Experience Management (CEM) best practices and their value to both the customer and ...

This presentation was made in April 2012 at the Text Analytics Summit in London. The presentation outlines Customer Experience Management (CEM) best practices and their value to both the customer and the vendor. In addition we look at the technical, operational and measurement challenges of CEM, and the customer decision journey.

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  • 2. Next best action for disgruntled high value call centre customers
  • South-Eastern airlines famously changed their finance staff to ‘happy people’
  • 27 sources
  • Recent research by the NCC shows that only 5% of organisations have a single complete view of all their customer data.25% have a CEM strategy (Foviance)Measurement is piecemealand immature

Customer Experience Management by MIS Associates Customer Experience Management by MIS Associates Presentation Transcript