Customer Experience Management (CEM)

Appirio's Guide to Modern Customer Service in the Cloud

Provided by Appirio

Category Customer Experience Management (CEM)

Type White Paper

Length 17

Publish Date July 25 2016

Date posted March 23 2017


In the age of the customer, 89 percent of companies report that they are competing primarily on Customer Experience, and what embodies the essence of Customer Experience more than customer service? Creating an exceptional customer service experience is the new battleground for customers. Yet, many organizations struggle to provide customers with a basic level of service, let alone anything close to world-class.
A world-class customer service experience derives from 3 simple elements: meaningful insight into customer behavior, an outstanding digital presence allowing anytime, anywhere access across all devices, and an engaged workforce.

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