Top 10 CEM Consulting/Services Companies - 2020

Customer Experience Management (CEM) is a concept that best describes how a company takes control of its interactions with its customers. Typically, each group in an organization will plan on customer interactions from its own perspective—that of the various silos. Additionally, CEM is all about viewing and improving the interactions between businesses and customers entirely from the customers’ perspective. With customers religiously embracing the latest, innovative digital channels of communication, the CEM solution provider space is transcending to newer frontiers. The utility of mobile devices as a means for interaction is well leveraged by companies to communicate and connect with their customers. Effectively, firms are also busy embracing innovative customer experience methodologies that place consumers at the heart of their business strategies. Every time a customer communicates with a service provider, be it for downloading a digital application, updating a service, paying bills, or calling customer care. Thus, brands are looking to provide an omnichannel experience, which will boost customer loyalty and retention. To reach the unrealized potential, companies are now focused on developing one-to-one communication channels built around customer’s specific needs. Augmented with the latest technologies like big data, analytics, and cloud, these channels will optimize the end-to-end customer experience process. Helping business decision-makers cherry-pick the right CEM solutions for their respective enterprises, CIOReview presents “10 Most Promising CEM Consulting/Service Companies 2020.”

Top CEM Consulting/Services Companies

A closed-loop full-service marketing agency that excels as a one-stop-shop for the holistic marketing research and CX improvement solutions and strategies

Founded in 2002, McorpCX is a leading customer experience services company delivering consulting and technology solutions to customer-centric organizations. It helps brands deliver exceptional customer experiences and drive measurable value in the process. The company’s practical approach has led to measurable growth, deeper engagement, and better business outcomes for fast-growth market leaders and the Fortune 100. To create great customer experiences, McorpCX first adopts an ‘outside-in’ approach to understand the customer’s current experience. The company has been customer experience research experts throughout by mapping and measuring experiences at the touchpoint level across the customer journey.

OnePIN has equipped enterprises and MNOs with a secure Digital Assistant, which addresses these quandaries while making the advertising process seamless. Unlike other channels, OnePIN's solutions allow mobile operators, enterprises, and small businesses to understand when the communication is seen, and whether or not customers are interested in the offer. This differs significantly from app push notifications, email, or push SMS, where there is no response from targeted customers who are not interested in the communication. If a user cancels OnePIN's notifications, the responses are returned to OnePIN's platform for 100 percent of targeted customers, allowing mobile operators and enterprises to create branched dynamic flows and to continue enhancing their communication strategies.

Trust Brands Shopper Approved product is a Google Partner who only collects verified customer reviews and offers website and customer data security solutions, with a goal to create the best tools online to help brands to establish the highest possible level of trust with their customers in the shortest amount of time. It is a 3rd party verified customer review and online security solutions provider helping brands to establish the highest level of trust and credibility with their customers. The company’s objective is to help their client set the brand apart as a trust-leader, maximizing customer retention, traffic, loyalty, and sales.

GuildQuality

GuildQuality

GuildQuality is the leading provider of customer satisfaction surveying and reporting for the construction and real estate industry in North America. GuildQuality offers its client’s the ability to receive real-time customer feedback, web-based performance trending, and peer benchmarking.

Phase 2

Phase 2

Founded in 2001, Phase2 designs and builds the world’s most powerful content systems, collaboration solutions, and interactive experiences. Phase2 is one of the most trusted digital agencies focused on open technology. Organizations like the Department of Energy, Red Hat, Harvard Business School, NBCUniversal and the Robin Hood Foundation use Phase2’s integrated web products and systems to transform the way their users experience content and their teams work together. Phase2 is headquartered in Alexandria, VA, and has offices in New York, San Francisco, and Portland.

Service 800

Service 800

Founded in 1989, SERVICE 800 designs and administers real-time customer satisfaction measurement programs, helping service organizations of all sizes follow up with their customers within hours or days of service events. The company utilizes a distinctive follow-up telephone interview process along with e-mail, web, and other follow-up techniques to measure customer satisfaction. With offices in Minneapolis and London, SERVICE 800 has been measuring customer satisfaction for corporations throughout the world for more than 17 years. Fortune 100 Companies around the world rely on SERVICE 800 to help design, collect and measure customer feedback to make the right business decisions based on real live customer feedback.

Shoppers' View

Shoppers' View

Shoppers View advertises some of its clients on its website, which include those involved in self-storage, banking, alternative financial services, rent-to-own, automotive dealerships, convenience stores, restaurants, car washes, bars, pawn stores, and grocery stores. Shoppers View offers telephone survey assignments in addition to on-site evaluations.

Strativity

Strativity

Strativity delivers brand-defining customer experiences by unlocking the exceptional potential of empowered employees. This LRW group company believes that the best pathway for an organization to profitable and sustainable results is through enhancing people’s performance. Strativity is formed of a team of experts and practitioners who develop creative activation programs to execute exceptional customer experience and employee engagement strategies. Over and above that, the company helps its clients recognize their true full potential and increase revenues, profits, customer loyalty, and advocacy. Strativity also offers proprietary research tools, strategic analysis, and business planning to help its clients operationalize profitable customer experience strategies.

Walker

Walker

Established in 1939, Walker is a consulting firm specializing in B-to-B customer experiences. Walker’s diverse team of consultants provides tailored, comprehensive solutions to help companies achieve their business objectives and grow shareholder value. The Company offers mergers and acquisitions, sales enablement, strategic account management, supply chain, and market positioning services.