By Randy Saunders
Strativity Group has published their 2009 Global Customer Experience Management Benchmark Study that finds savvy companies ... Read More
Tag Archives: research
Opportunities Are Wide Open to Differentiate through Customer Experience
By Randy Saunders
A recent Ventana Research report titled, "Customer Experience Management: Improving the Consistency and Quality of Customer Interactions," found that only “12 percent of organizations provide optimal [Customer Experience Management] CEM.”
In an era where “customers may be one annoying phone conversation or frustrating experience at a poorly ... Read More