“Customer Experience leaders outperform the competition” – Forrester
Knowledge about your customer is your most valuable asset, and successful companies who are in touch with their customer are able to differentiate their offer from their competitors’. Customers of today are more empowered, they have access to more information and they have the ability to share their opinions and experiences with a wide audience on social media. They want a better relationship with their products and services and the companies who provide them.
“ The practice of designing and reacting to customer interactions to meet or exceed customer expectations and, thus, increase customer satisfaction, loyalty and advocacy. ”
– Gartner defines CEM