Digital Transformation Blogs - Bigdata, IoT, M2M, Mobility, Cloud

Customer Experience Management

Patient Experience Management: Key to Progress

Experience management is key to any industry. Understanding and managing ‘experience’ could be for external as well as internal stakeholders, but to a large extent experience management is focused primarily on the end consumer and more so in a B2C context. To elaborate further, in the telecom industry, customer experience management (CEM) is the second […]
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blog

7 Focus Areas for Customer Experience Management

For those familiar with Michael Porter’s work, strategy is about differentiation. In the digital era, there is a growing consensus that differentiation will depend on how service providers manage their customers’ experience. Strategy then will need to increasingly focus on Customer Experience Management initiatives. Here are seven that I think would be important. This is […]
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Five Parameters That Influence Customer Experience

The analyst firm Forrester defines customer experience as “How customers perceive their interactions with your company.” Read More. Here are my thoughts on what are some of the factors and parameters which influence these perceptions. 1.Expectation Management: Customer perceptions about the product or service depend on whether it meets, exceeds or falls below their expectations. […]
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technology

Customer Experience and Customer Engagement

The Digital Age is resulting in the area of Customer Experience becoming more important than ever before. For example, in a recent Digital Trends report published by Econsultancy.com, a large majority (44%) of research respondents indicated that the primary way their organization will seek to differentiate itself from competitors is through Customer Service and Customer […]
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