What is customer experience management software? CEM software – or Customer Experience Management software – refers to the suite of software solutions that help organizations monitor their relationships with their customers, analyze the insights from feedback and other relevant data (e.g. behavioral, purchase history), and take action in order to improve the customer experience. Does CEM […]
3 winning data strategies for human-centric organizations Today, there is unprecedented demand for high-quality data, research and experience feedback. For leaders of Experience and Insights teams, this is a transformative opportunity. Those who succeed will operate at the strategic heart of their organizations. They will help drive innovation, customer retention, acquisition, and growth. And they […]
Your data investments aren’t delivering: 3 reasons why Modern lives are encoded in data. People spend four hours a day on their smartphone. Two-and-a-half hours on social media [1]. And a lifetime on Zoom calls. Data footprints are left in search queries, Twitter posts, Uber journeys. Cell towers and satellites track real-world movements. Customer surveys. […]
Thinking differently around the problem of CX disownership I was recently contacted by someone asking for some advice on how to drive ownership around poor customer experiences. I am sure a number of you have faced similar situations at some level at some stage. Indeed, it is almost a rite of passage for any CX […]
Remember the date: 29th of November, 2021 Forsta has arrived Confirmit, Dapresy and FocusVision have joined forces to create Forsta. Combining the best of all three brands, Forsta will break down the silos of different research styles – giving a new level of insight into human experiences. Everything in one place. Forsta puts all your research together to show you the full picture. […]
Customer experience in times of crisis: Covid-19 I think we all can agree these are trying times. The global raise of Covid-19 has wreaked havoc and left a trail of confusion on every topic from business operations to toilet paper. While we cannot do much to help you secure such household goods, we can help […]
CX summer series #3: How storytelling can support your brand promise We’ve all told stories about the things that happen to us in our lives. It’s part of how society works – the sharing of experiences. The telling of stories is part of how we learn. And our brains seem to be built to remember […]
CX summer series #2: tales from the dark side Actually, for all the jokes and banter within agencies when staff cross over to ‘the dark side’, there are several good reasons why I think everyone should spend time working client side (and vice versa too, but that’s a story for another time). And I’m not […]
