Customer Experience Management – News

Customer Experience Management is key to making sure that your customers are happy.  So when I came across this bit of news, I had to share with you.

What caught my eye was that these technologies are making it easier for customers to create a better experience for customers.   Customer Experience Management Market & Voice of Customer (VOC) Analytics Market is expected to Reach $6.61 Billion by 2017.  This means that businesses are caring about their customers.

Just so we are all on the same page here, CEM is a solution through which many organizations interact with their customers to understand their experiences related to specific products and services. CEM is done through different tools and techniques such as EFM, web analytics, text analysis, and speech analytics. It is the revolution step to connect the organizations with their customers. CEM blends customer satisfaction, loyalty, retention, relationship management, user experience, experiential marketing, and customer centricity.

Some other stats have been mentioned which analyzes the Global CEM & VoC Analytics market based on:

– Analytic types

– Consumer touch points

– Enterprise need and adoption trends

– Tools & techniques

– CEM & VoC Analytic trends and forecast 2012-2017 in terms of analytic types, touch point usage

– Industry and region specific market data for analytics and touch points

It shows that this is something people are caring about.   Should every customer service department be caring about the experience?

Want to know more?  Read the full report here.

Stefanie Amini
is Specialist in Customer Success and chief writer and editor of I Want It Now, a blog for Customer Service Experts. Follow her @StefWalkMe