Customer Experience Management

Customer Experience Dictionary

Customer experience management (CEM) is the practice of managing and improving an organization’s customer touchpoints and interactions. By combining technology, strategies, and resources, companies can significantly improve customer satisfaction and loyalty, ultimately leading to increased revenue.

Why is customer experience management important?

Customer experience is truly a differentiator in today’s marketplace and has a profound impact on business success. 55% of consumers would pay more for a better experience, and, according to Forrester, the revenue impact from a 10% improvement in customer experience can translate to over $1 billion.

 

To keep pace, companies must adapt to rapidly evolving attitudes and expectations by listening to and accurately interpreting the voice of their customers. To truly understand this voice, businesses must listen to all sources of feedback including surveys, social media, call center recordings, online chat, and many others.

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How does Clarabridge help improve customer experience management programs?

Voice of the Customer (VoC) analytics is a critical piece of any customer experience management program. The Clarabridge platform allows you to integrate customer feedback from virtually any source– call center recordings, survey responses, social media, and many others.

Clarabridge collects data from all sources of customer feedback and combines them into a single, centralized hub. With your VOC data all in one place, presented in an easy-to-understand dashboard, you can discover exactly what your customers love and hate about your business. Your customer experience management program can then be powered by a centralized view of all customer feedback.

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