| | MAY 20196CIOReviewHere's an all-too-common occurrence in the digital age: Customer A, hard pressed for time, books a cab using his home PC and rushes out of the home, before switching to a cell phone to track the location of the cab. By the end of the ride, the customer would have likely communicated with the taxi cab service through a third platform--either an LED screen retrofitted to the back seat or a tablet that the customer might use to tip the driver or pay for the trip. Through the entire process, the taxi cab service offered the customer multiple points of contact such as an interactive voice response (IVR) system, an active chatbot, or a conventional telephone call service. And even as Customer A constantly switched platforms, the taxi cab service was able to ensure a seamless omnichannel experience. Conversely, the taxi cab service was able to leverage digital channels to reward the customer with a coupon code or other promotional materials. This level of back-and-forth engagement is made possible courtesy a robust customer experience management (CEM) solution. Modern day organizations have conceded that a CEM solution is not just a communication platform or customer experience enhancer; it is, in fact, a driver of revenue. To put things in perspective, organizations are utilizing CEM solutions to increase market share, stimulate sales, execute marketing campaigns, serve existing customers, and attract new ones. It's almost a given that modern-day CEM solution providers have embraced cognitive technologies. By leveraging AI, big data, and IoT, they are able to integrate the consumer experience across physical and virtual environments. In the near future, a customer would be able to use Augmented Reality (AR) and Virtual Reality (VR) to push a shopping cart across a virtual supermarket, handpick desired products, and complete payment at a virtual cash counter. Besides leveraging innovative technologies, a cutting-edge CEM Solution Provider utilizes customer experience (CX) metrics to execute data-driven strategies for their clients. It's no easy feat to find a reliable CEM Solution Provider that can help your business chalk out a strategy to drive sales and optimize the customer journey. In helping your business choose from a pool of impeccable options, CIOReview has compiled valuable insights from industry thought-leaders and listed the twenty most promising CEM Solution Providers in 2019.EditorialEnhancing the Customer Journey to Drive SalesCopyright © 2019 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.CIOReviewMAY - 23 - 2019Editorial StaffSalesAaron PierceCarolynn WaltersDane StanleyAnkit SinghEric Thomaseric@cioreview.comVisualizersIssac GeorgeSujay KManaging EditorJustin SmithCEM SPECIAL*Some of the Insights are based on the interviews with respective CIOs and CXOs to our editorial staffJustin SmithManaging Editoreditor@cioreview.comContact Us:Phone:510.722.8394Fax:510-894-8405Email:sales@cioreview.comeditor@cioreview.com marketing@cioreview.comMAY - 23 - 2019, Vol 08 SE 21 Published by ValleyMedia, Inc.To subscribe to CIOReviewVisit www.cioreview.com CIOReview
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