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Two Things Everyone Needs to Know About Your CEM Program

Customer Experience Management (CEM) programs are complex, data intensive programs. To be successful, you need to effectively communicate information about that program to important stakeholders, including employees, partners, and customers. We know that loyalty leading companies communicate customer initiatives throughout the company, from top executives to front-line employees.  For example, in a best practices study on […]

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Getting to Love: Customer Word Clouds

I continually look for ways to present data in ways that are both informational and visually interesting. My hope is that, if scientific rigor does not capture the readers' attention, the way in which the data are presented will. Last month, I stumbled across the use of word clouds in survey research. Word clouds are used to […]

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