CEM Systems

Building great consumer experiences is a complex enterprise, involving strategy, integration of technology, orchestrating business models, brand management and CEO commitment.

The key feature of successful CEM implementations is their ability to manage multi-channel interactions. Customer experience solutions address:

• the cross-channel (contact centre, Internet, self-service, mobile devices, brick-and-mortar stores),
• cross-touch point (phone, chat, email, Web, in-person),
• cross-lifecycle (ordering, fulfilment, billing, support, etc.) nature of the customer experience process.

Experience-based providers also integrate both internal and external innovations to create end-to-end customer experiences. They evaluate their business models as well as business support systems and operational support systems (BSS/OSS) from the customer’s point of view to achieve the level of customer-centricity necessary to improve customer loyalty, churn and revenue.