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.

Channel integration and the customer experience: What's going wrong?

09/02/2012 - 01:29

MyCustomer caught up with Gary Roberts of Pitney Bowes Software to examine the barriers organisations face when integrating channels and what lessons can be learned.

Infographic: Walk-away factors in customer service

09/02/2012 - 01:21

Enterprise Rent-A-Car explores the state of customer service in the UK and illustrates how retailers are one mistake away from losing customers.

Microsoft and 24/7 team to power customer service with Big Data

09/02/2012 - 01:06

Microsoft is planning a raft of applications and services that enable enterprises to anticipate consumer needs, simplify the consumer experience and learn from every consumer interaction.

New service promises to be music to the ears of retailers

08/02/2012 - 01:16

A licence-free background music service claiming to be the first PRS free and PPL free digital music service in the UK is promising to save retailers millions of pounds.

CRM: What can Sainsbury’s tiger bread tale teach us?

08/02/2012 - 01:04 - 1 comment

Why has Sainsbury's reply to a child's letter struck a chord with us? And can we all learn something from this tale?

European Customer Experience World 2012 announces programme

07/02/2012 - 00:49

The European Customer Experience World (ECEW) event returns for its fourth year on May 22-23rd to welcome experts from the likes of Virgin Atlantic, Ford, Sky and Vodafone.

Infographic: What are the key consumer tipping points?

06/02/2012 - 01:22

ClickFox reveals latest findings into what customer service issues frustrate consumers the most.

Culture shock: Cynical staff are killing your customer experience

06/02/2012 - 01:16

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Lior Arussy warns of one of the consequences of the economic climate that businesses may not account for.

Service: "One strike and you're out" customers tell brands

06/02/2012 - 01:03 - 1 comment

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UK businesses only have one chance to get it right when it comes to customer service, a new study has found.

Companies eyeing the Cloud to improve business intelligence efforts

03/02/2012 - 01:03

One in three organisations will move to the Cloud to enhance their business intelligence capabilities in the next 12 months, analyst Gartner has said.