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Tag Archives | Customer Experience Management

Inside CXM: New Global Thought Leader Hub for Customer Experience Professionals

Inside CXM, a new online global thought leadership hub for customer experience management (CXM/CEM) professionals, officially launched yesterday. Inside CXM is focused on bringing you the latest insights from the field of customer experience management. According to Inside CXM, their goal with this program is to provide valuable content via experts who have their finger on the […]

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Nate-Silvering Small Data Leads to Internet Service Provider (ISP) industry insights

There is much talk of Big Data and how it is changing/impacting how businesses improve the customer experience. In this week's post, I want to illustrate the value of Small Data. Internet Service Providers (ISPs) receive the lowest customer satisfaction ratings among the industry sectors measured by the American Customer Satisfaction Index (ACSI). As an […]

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My Conversation with Oracle on Customer Experience Management

I recently talked to John Foley (Director, strategic communications) of Oracle Corp. about the field of customer experience management (CEM). In our conversation, we touched on a few topics that I cover in more detail in my new book, TCE: Total Customer Experience: 1) the difference/similarities between CEM and CRM, 2) the marriage of Big Data and CEM […]

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The Total Customer Experience: How Oracle Builds their Business Around the Customer

Oracle stands as a great example of a company that builds their business around the customer. In my new book on customer experience management (CEM), TCE: Total Customer Experience, I dedicate a chapter to Oracle's CEM approach. In this inside look into how one major enterprise structures their CEM program, I explore how Oracle puts […]

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