Customer Experience Management (CEM)

Beat the Competition by Taking A Customer-Centric Approach

Provided by Magenic

Category Customer Experience Management (CEM)

Type White Paper

Length 3

Publish Date May 02 2017

Date posted May 04 2017


With so many tools available to gauge and analyze customer motivations and habits, companies are pulling out all stops to target every facet of their operations toward finding and keeping those customers.

What’s going on? The ubiquity of connected devices is producing almost limitless information about consumers, creating a first- come-first-served environment when it comes to using it effectively. At the same time, today’s customers are impatient with brands that don’t personalize their interactions to align with their specific needs.

This means businesses will fall behind if they don’t plan, design and build strategies with specific focus on their customers, employees and partners. Businesses must adopt a customer-centric approach known as design thinking. This is a methodology that leverages designer sensibilities to realize true customer value and market opportunities by aligning people’s needs with business strategy and technological feasibility. It involves the combined use of data, logic, imagination, intuition and systemic reasoning to explore innovation geared at impressing target audience segments.

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