Sprinklr Redefines Customer Feedback Management with AI-First Surveys
Customer Think
MAY 7, 2024
Sprinklr Surveys competes directly in the CFM market and integrates solicited customer feedback with Unified-CXM data for enterprise clients
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24 Ways 2024 Customer Experience is Smarter: CX Metrics (Part 2 of 4)
Customer Think
FEBRUARY 1, 2024
In the past year, at least 24 new discoveries were made in the immature field of Customer Experience Management (CXM). As I write and talk about CX (Customer Experience), CS (Customer Service and Customer Success), and CXM, I continually realize there is still […] CX Metrics are a big part of new CX wisdom for 2024.
Got CXM? Why customer experience management isn’t just a nice-to-have for strategic account management
Strategic Account Management Association
SEPTEMBER 11, 2020
In strategic account management, companies have to address the never-ending question of how to differentiate themselves and gain market share. I’m talking about customer experience management (CXM), which I would argue may be the single most important investment a company can make in today’s cut-throat business climate.
24 Ways 2024 Customer Experience is Smarter: CX Value (Part 1)
Customer Think
JANUARY 20, 2024
In an immature field like Customer Experience Management, there are plenty of new things to discover! Here is the first part of 24 superior CXM […] What do you know today that was unknown to everyone a year ago? When I’m writing, presenting, teaching, and discussing customer experience (CX), I often realize a new CX truth.
Chief Customer Officer Strategy: Dispensable Playbook or Most Valuable Player?
Customer Think
MAY 8, 2023
Defensive plays in customer experience management (CXM) are in Service, Loyalty programs, Net Promoter System, and closed-loop Voice of the Customer (VoC). Offensive plays are in Customer Success, Onboarding, Education, and Operations; Qualitative VoC, Data Mining, and Analytics; Account Management, Journey […]
InMoment Completes Acquisition of Lexalytics, the Leader and Pioneer of Structured and Unstructured Data Analytics
Customer Think
SEPTEMBER 9, 2021
InMoment bolsters set of customer experience management (CXM) solutions with latest acquisition adding robust natural language processing (NLP), and machine learning (ML) to InMoment's XI Platform.
Understanding Customer Experience Management
ReviewTrackers
APRIL 17, 2017
What is Customer Experience Management? Customer Experience Management (CEM or CXM) is a business and technology term used to describe the process or system for tracking, managing, and organizing every interaction between a customer and a company throughout the customer’s entire journey. Customer experience definition.
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