| | June 20176CIOReviewWith customer expectations changing at a rapid pace, ensuring a seamless customer experience has become an ongoing process for businesses. The value proposition that an excellent customer service brings will, in fact, make even the price less relevant. Many enterprises are realizing this today and are using innovative concepts to enhance the way they engage with their customers.Take the case of Amazon, a company that is often considered as one of the most customer-centric companies in the world. Amazon demonstrates customer centricity by building and using `sense-and-respond' capabilities to monitor customer experiences and proactively correct problems. The company's policy boils down to two directives: proactively delivering great customer experiences, and putting customer's bottom-line ahead of your own.Initiatives like these can draw the deciding lines between success and failure for an organization. According to a last year's report from NewVoiceMedia, businesses in the U.S. are losing an estimated $62 billion each year due to bad customer experiences. It's a wakeup call for businesses--be prepared to revamp your customer experience strategies or face the dust.An effective customer experience management (CEM) initiative often ties back to the power of solutions that can efficiently leverage data collected from multiple customer touch points, analyze it and provide insights on the customer journeys. The unique understanding of a customer and his preferences will help businesses to customize the entire experience for him. The payoffs are many: improvement of operations, higher conversion rates and an expanding customer base with brand affinity. Many CEM solutions today automate all the intricate processes involved in providing best experience to the customers so that businesses can focus on things that directly impact their bottom line. While selecting the CEM solution for their enterprises, companies should also consider the variety of innovate approaches, methods, and strategies provided by the vendor to build and execute customer-centric programs.In this edition of CIO Review, we are featuring several such companies that can revamp your customer experience programs.Let us know your thoughts.Copyright © 2017 ValleyMedia, Inc. All rights reserved. Reproduction in whole or part of any text, photography or illustrations without written permission from the publisher is prohibited. The publisher assumes no responsibility for unsolicited manuscripts, photographs or illustrations. Views and opinions expressed in this publication are not necessarily those of the magazine and accordingly, no liability is assumed by the publisher thereof.CIOReviewJUNE - 30 - 2017Mailing AddressCIOReview44790 S. Grimmer Blvd Suite 202, Fremont, CA 94538T:510.402.1463, F:510-894-8405 June - 30 - 2017, Vol 06 SE 75 Published by ValleyMedia, Inc.To subscribe to CIOReviewVisit www.cioreview.com CEM SpecialCIOReviewEditorial StaffSalesT: 510-565-7614Aaron PierceJoshua ParkerVictor Cook Jem ElizabethSara FernandesShiv ShankerAndrew Smithandrew@cioreview.comVisualizersMatt RyderVishal IssacManaging EditorJeevan GeorgeEditorialA Customer-Centric FutureJeevan George Managing Editoreditor@cioreview.com
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