a Sift Media publication

Customer experience

With customer experience management designed to optimise customer satisfaction, CEM is central to customer relationship management - therefore this page is dedicated to this vital topic.

Here you can find everything to do with customer experience management throughout the customer journey, including customer loyalty, customer retention, customer satisfaction, contact centres, customer service and frontline delivery.

Let’s kick temperamental software out of the corporate world!

17/05/2012 - 01:13

Corporate software complies with business requirements - but it seldom complies with user experience rules, says Pedro Janeiro.

Are self-service and social support our silver bullets?

17/05/2012 - 01:12

"Customer service agent - I don't need you!" says Andrea Incalza, as he sets out a manifesto to help the customer service organisation.

VoC: What’s wrong with VoC and how do you get it right?

17/05/2012 - 01:09

What’s the big issue with how companies are going about Voice of the Customer? Maz Iqbal explores.

Thoughts on NPS

17/05/2012 - 01:02

Wouldn't it be more pragmatic and accurate to base promoter scores on actual recommendations, rather than declared intent, asks Vladimir Dimitroff.

Behavioural economics in the call centre: To BE or not to BE?

17/05/2012 - 01:01

Service has changed radically in the last 20 years - can behavioural economics add value to customer interaction?

Transforming service through the radical reconceptualisation of service

16/05/2012 - 09:41

Are you up for being a leader in the area of service by generating loyalty? Maz Iqbal provides two openings.

Posting on social media sites as good as sex - FACT!

16/05/2012 - 01:09

Spike Mafford/Photodisc/Thinkstock_keyboard

A new study has revealed boasting about yourself on social networks stimulates the same pleasures to the brain as sex.

Social media users demand real-time customer service - study

16/05/2012 - 01:04

Higher customer service expectations sees engaged social media users demanding rapid company response to consumer complaints, according to new research.