Top 20 CEM Solution Companies - 2020
Customer experience is a key differentiating factor in the present hyper-competitive global marketplace. The fact cannot be denied that there is a tangible business value in managing the customer experience effectively, as satisfied customers often transact, promote business, and drive growth, whereas unhappy customers drive away business. With such importance associated with customer experience, the concept of Customer Experience Management (CEM) came to the limelight and described how an organization manages its interaction with its customers. CEM overviews and improvises the interactions between a business and its customer to keep the customer loyal, boost revenue with incremental sales as well as persuade others into the business.
The most important in the list of customer experience trends involves finding a balance between automation and humanity, providing hyper-personalized experiences, promising high-value transparency, protecting customer data, and offering bots as a digital customer experience. In the case of balancing between automation and humanity, the former helps reduce costs associated with customer service and also speed up resolution time for service requests. On the other hand, human customer service agents are still a crucial factor for CEM, so the optimum way remains the combination of human service providers with chatbots. To provide hyper-personalized experience, the companies segment the marketing campaigns with respect to consumer characteristics. In the case of data protection, a data breach can ruin the trust of customers in the business; hence the companies overcome this difficulty by making digital security a compulsory part of online business.
This range of trends emerging in the CEM sector tends to lead organizations into a maze of CEM solution providers. To assist and provide a clear perspective, our distinguished panel, comprising key decision-makers and experts along with CIOReview, has shortlisted some of the most effective CEM Solution Providers.
In the CEM Solution Providers edition of CIOReview, we present to you "20 Most Promising CEM Solution Providers 2020."