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CEMax CEM KPI

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An enterprise's reputation — it’s brand — is no longer built solely via mass media. It is also built at customer touch points. Whenever customers come into contact with an enterprise, they experience what it is like to deal with that organization and form an opinion — good, bad or indifferent. The experience is the ultimate conveyor of value to the customer and a primary influence on future behavior. Therefore, it has potential value for the enterprise. A poor customer experience is a step on the path to defection, while a good one encourages loyalty. Customer experience is what ultimately creates the highly prized relationship and brand.

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CEMax CEM KPI

  1. 1. Customer Experience Management CEM KPI
  2. 2. The Value of CEM An enterprise's reputation — it’s brand — is no longer built solely via mass media. It is also built at customer touch points. Whenever customers come into contact with an enterprise, they experience what it is like to deal with that organization and form an opinion — good, bad or indifferent. The experience is the ultimate conveyor of value to the customer and a primary influence on future behavior. Therefore, it has potential value for the enterprise. A poor customer experience is a step on the path to defection, while a good one encourages loyalty. Customer experience is what ultimately creates the highly prized relationship and brand. 2 THE BASIS OF CEM Improving interactions with customers. The first step: understanding what customers want.
  3. 3. 5 KEYS TO SUCCESSFUL CEM STRATEGY Learn & ChangeOmni-Channel Automated Routing Monitoring BI & Analytics KEYS FOR A SUCCESSFUL CEM METHODOLOGY Constant feedback is important in managing customer experience Feedback is an important part of the real time, adaptive enterprise that can react quickly to changes in the environment. However, before an enterprise can manage the experience, it needs to have a customer-centric vision and strategy as well as the right technology tools. Enterprises need the support of customer processes, information, technology and enterprise metrics to deliver it consistently. A successful CEM methodology will allow seamless and omni-channel communication between the customer and the organization . For every feedback, an automated resolution plan is executed creating a consistent experience across channels. AI ,BI & Analytics empowers a constant improvement culture. 3
  4. 4. 65% Average Resolution Time Decrease in average resolution time correlates well to customer satisfaction 35% 25% 18% CEMax CEM KPI EFFICIENCY-RELATED CX METRICS CEMax CEM makes it easy for companies and CX professionals to uncover and understand what matters to your customers, enabling you to improve customer experience results. With CEMax you can improve customer loyalty, reduce churn, increase cross-sell and upsell, and increase Customer Lifetime Value. First Contact Resolution Increase of 35% in resolved incidents on first contact Cost Reduction 25% Reduction in costs to serve customers Customer Retention 18% Increase in customer retention 4 *2018 Q2-Q4 – 2019 Q1 CEMax customers
  5. 5. 32% 42% 55% 44% CEMax CEM KPI Customer Experience Related Metrics NPS Score 32% Increase in Net Promoter Score®. Calculates customers who would recommend the company/services to others. Customer Satisfaction Average of 42% increase in satisfaction score of customers from experiences usually based in immediate reaction to product or service. Customer Effort Score CES measures the relative effort to reduce customer experience obstacles. Customers are looking for speedy and convenient resolution to problems Product / Service A 44% increase in metrics related to new and improved products / services received from customer feedback. 5 *2018 Q2-Q4 – 2019 Q1 CEMax customers
  6. 6. UNIFIED COMMUNICATIONS Would you like to enable your customer to reach out using all current messaging apps and connect with your customer in their preferred method? AUTOMATED ROUTING Would you like to have an automated resolution plan for every incoming interaction, setting SLA, monitoring and automatic routing? CHATTING & SELF SERVICE Would you like to allow your customer self- service portals like omni-channel chatbots and advanced forms? HOLISTIC SOLUTION Would you like to have one solution for your customer experience needs, enabling a central hub for viewing and analyzing customer experience? BI & ANALYTICS Would you like an AI system that sends emails to employees about needed improvement, or have any information you need in any form on any device? ONE SERVICE PROVIDER Would you like to work with a company that not only understands technology but can provide you with a turn-key project with 100% success ownership? CEM THOUGHTS Customer Experience Management Checklist 6
  7. 7. 7 CEMax supports customers from all verticals including: Finance, Insurance, Government, Retail, CPG, Transportation, Hospitality and Manufacturing Mission Statement "To provide enterprises with the ultimate tool for managing their customers’ experiences" CEMax is a solution provider with more than 20 year of customer experience management. The company has offices in United States, Israel and Switzerland. COMPANY PROFILE Over 20 years of customer experience management
  8. 8. 8 Customer Experience Focus CEMax is offering a complete customer experience management solution: measuring, monitoring, managing and improving the customer’s experience. CEMax makes it easy for companies and CX professionals to uncover and understand what matters to your customers, so you can improve customer experience results. With CEMax you can improve customer loyalty, reduce churn, increase cross-sell and upsell, and increase Customer Lifetime Value. CEMax’s solution helps to close the gap between sales, marketing, customer service and the rest of the organization CEMax CEM Providing enterprises with the ultimate tool for managing their customers’ experiences
  9. 9. Customer Experience 9 Customer Engagement Voice of the Customer CEMax delivers a complete suite of innovative, modular and powerful solutions that enhance Customer Experience Management, Customer Engagement and Voice of the Customer services. BUSINESS FOCUS MODULAR AND POWERFUL SOLUTION
  10. 10. CEMax KEY STRENGTHS Intuitive and easy-to-use suite of applications for all your customer experience management activities Innovative Technology The CEMax integrated platform includes built-in business intelligence, text mining, adaptive workflow, self-improvement and AI capabilities. Reliable, Field Proven Solution CEMax solutions are in use by dozens of medium to large scale organizations with hundreds of end users. Tailored Turnkey Projects CEMax supports a full project life cycle from needs assessment, software customization, workforce, professional training and ongoing technical support. Expertise and Know-How CEMax makes sure you get the right solution to meet your business needs and objectives. 10
  11. 11. Gain Insight Optimize Analyze Improve Empower Engage CUSTOMER BENEFITS Modular Technology | Complete Suite of Apps | Tailored Solutions | Industry Expertise Gain Insight from Customers Understand your customer needs, pains, preferences and behaviors to identify the key drivers of customer dissatisfaction. Analyze Customer Interactions Utilize a full suite of reporting and analytic tools including full drill- down capabilities and root-cause analytics Improve Products & Services Gain insight about customer needs and wants, identify product defects and learn about the features your customers value Optimize Workflow Processes Create efficient task assignment, workflow and activity monitoring processes to ensure a fast response and effective use of resources at each level of operation. Increase Self Improvement Get customer feedback from your customers and learn how to improve daily operations for each business unit and service level. Engage With Your Customers Improve your customer experience across a wide range of customer interaction media. 11
  12. 12. US - Office 250 East 5th Street 15th floor Cincinnati OH ZIP 45202 Israel - Office Menachem Begin 65 Tel Aviv Israel ZIP 6713818 Our Phone (US) +1 513 501 6045 (IL) 052-6226318 Email / Website ziv@c-m-x.com https://c-m-x.com STAY IN TOUCH WITH US Contact us for collaborations, questions and or concerns 12

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