customer experience management - News, Features, and Slideshows

• What SAP's $8B acquisition of SaaS vendor Qualtrics means

  SAP has swooped to purchase Qualtrics for US$8 billion, just as the software-as-a-service survey platform was preparing for an IPO.

• How legacy businesses make customer-led transformation a reality

  ​Being brutally honest about the challenges your organisation faces, and ensuring teams can trade stories with each other, are vital ingredients in instigating a customer-led transformation.

• 'Do not be wedded to a single provider, work with an ecosystem of providers’

  IDC lays out new ways to work with tech providers as Kiwi firms ramp up digitalisation programmes

• Is emotional intelligence the key to customer service training?

  A positive customer experience is key to a successful business, but if you aren’t training and coaching your employees on emotional intelligence, you may be losing sales and customers.

• Brands, take note: Customers still struggle to reach you

  In any given year, more than 80 percent of consumers try to reach a brand, and for most of them, it's an exercise in frustration, according to new data from The Northridge Group.

• 8 Ways to Create a Successful Multichannel Customer Experience

  Consumers today want it all. They want the convenience of shopping online but they crave the visual, emotional and physical experience of touching and trying on (or out) items, which they get by shopping in store.

• 7-Eleven takes a big gulp of customer data

  The ubiquitous convenience store chain updates its loyalty program from punch cards to a mobile app for super-frequent patrons
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Whitepapers about customer experience management

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  Aberdeen Group Report: Enhancing Customer Experience through CIO and CMO Alignment

  Today’s customer experience management (CEM) programs require the involvement and collaboration of all key stakeholders within the enterprise. Aberdeen Group believes that two of these stakeholders are the CIO and CMO, and they must be aligned to drive superior customer and corporate value.

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  The Value of Social Data