| | MARCH 20186CIOReviewCustomer experience is one among the top five priorities for businesses today. While most global companies take the task of enhancing customer experience right on their shoulders, many tend to fail in achieving their targets. And the reason: many expect customer experience strategies to reap benefits as soon as they implement them. However, CX is not something that you can invest in tomorrow and expect results the day after.Take the case of Amazon for instance, the multibillion-dollar brand that took many years to create, test, and perfect its customer service model. Today, customer experience plays a significant role in sustaining Amazon's position as a leading global retailer. Although the "Amazon like" capabilities may be out of reach for the average business, the company's customer-centric model--that won many accolades--provides inspiration which any business could benefit and learn lessons from.Success stories like this dictate that any CEM strategy should begin with a well thought out plan--conceptualized in the boardroom, with the involvement of the CEO. Along with the participation of top-level executives, stakeholders involved in executing a CEM strategy should build the notion of customer experience into the fabric of how the company operates. Follow these strategies with the integration of innovative technologies--from predictive analytics and artificial intelligence to virtual reality--and what businesses have is a robust customer experience program, which draws power from the inner circles of the company and delivers it to the customers via innovative touch points. One thing is for sure, customer expectations will continue to change, and it will radically restructure the way many companies operate in the future. Companies that can leverage innovative technologies to keep up with these changing demands will ultimately reap success.On that note, we present to you this year's special edition on customer experience management. We hope the insightful articles from thought leaders as well as the listing of key players in the market will help you in making effective decisions for your enterprise.Jeevan George Managing Editoreditor@cioreview.comEditorialThe True Notion of Customer ExperienceCopyright © 2018 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.CIOReviewMARCH - 30 - 2018Mailing AddressCIOReview44790 S. Grimmer Blvd Suite 202, Fremont, CA 94538T:510.972.5013, F:510-894-8405 March - 30 - 2018, Vol 07 SE 09 Published by ValleyMedia, Inc.To subscribe to CIOReviewVisit www.cioreview.com CIOReviewEditorial StaffSalesAaron PierceBanu JohnCarolynn WaltersJustin SmithKyle SummersRussell ThomasSamuel Joseph samuel@cioreview.comVisualizersIssac GeorgeRenukesh GangurManaging EditorJeevan GeorgeCEM SPECIAL*Some of the Insights are based on the interviews with respective CIOs and CXOs to our editorial staff
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