Our Customer Experience Library
Come in and make yourself comfortable. Search for specific topics to download or just browse. But quiet please! Great minds are thinking great thoughts.
Customer Experience Research:
We keep our finger on the pulse of CEM in many different organizations by quantitatively evaluating the key issues, challenges and strategic imperatives that drive companies to implement customer centric...
Customer Experience Management:
What does it really take to implement a long-term Customer Experience Management Strategy? How long will it take? How much will it cost? When can I prove the value? What’s the cost of not doing it?...
Customer Experience in the Public Sector:
The improving experiences that customers receive in the private sector are increasingly influencing them to expect equal, if not better, experiences from their public sector service providers. In this white paper we will examine the trends driving the citizen experience evolution, and analyze the differences between customer and citizen experiences. We will also explore the blueprint for citizen experience success by providing a framework for the design, innovation and delivery of effective and delightful citizen experiences.
Customer Experience in B2B:
Customer experience in a business-to-business setting is a special challenge. In this section you will find some of our latest thinking on how to address the challenge of delighting multiple customers...
Customer Experience in B2C:
Much of the CEM efforts in Business-to-Consumer have been focused on deploying CRM technology and identifying valuable customers for segmented product development and marketing. But how can...
Customer Experience in Shared Services:
Shared services groups have some of the toughest customers. Since they are cost centers designed to serve multiple corporate constituents, they often feel caught between different organizational...
Customer Centricity:
Transforming a company from product to customer centricity is not as easy as putting posters on the wall and new taglines on t-shirts. Yet many companies who pursue this goal don’t go far enough to...
Customer Service:
We’ve all experienced both good and bad customer service and know the emotions we feel about the company long afterward, both good a bad. So why do so many companies still treat customer...
Experience Innovation:
Is your company striving to be at parity? Of course not. Then why is just meeting industry benchmarks the holy grail of measuring customer service? The ability to charge premium prices, grow wallet...
Employee's Experience:
One of the most common mistakes companies make is just focusing on the customer experience and taking their employees for granted. People do business with people. And people create experiences...
ROI / Loyalty Measurements:
Many new metrics are being utilized (and debated) by companies leading the way in CEM today since many loyalty programs are proving not to be as profitable as previously assumed. Read about the...
Articles in Foreign Languages:
This list contains an assortment of articles and other content written in languages other than English...