If they haven’t done so yet, businesses ought to become acquainted with two relatively new concepts: customer experience management (CEM) and voice of the customer (VOC). Ventana Research defines CEM as the practice of managing the customer experience at all touch points regardless of the communications channel being used. To manage that experience, three types of systems are directly helpful: smart desktop technology to help employees deliver great experiences to customers as they are occurring; smart self-service technologies that support easy-to-use, Web-based customer service; and customer feedback management to collect and analyze survey responses, free-form comments and social media posts. This focus is part of my research on trends and best practices in customer feedback management and is part of my latest research agenda. We define VOC as reports and analysis of all customer-related data (structured, unstructured and event-based), not just analysis of speech or feedback.
Topics: Predictive Analytics, Social Media, Customer Analytics, Customer Experience Management, Customer Feedback Management, Operational Performance Management (OPM), Social CRM, Speech Analytics, Voice of the Customer, Callminer, ResponseTex, Business Mobility, Cloud Computing, Customer Service, 360-degree view of the Customer, Call Center, Contact Center, Contact Center Analytics, CRM, Customer Performance Management (CPM), Desktop Analytics, Text Analytics, Workforce Performance Management (WPM), synovate