| | September 20166CIOReviewTime and again, digital revolution is making businesses realize the holy grail to competitive advantage: customer satisfaction. It doesn't matter whether you have a great product or a great service, failing to satisfy customers will have a direct impact on the bottom line of your business. And with customers connecting to businesses in more ways than ever--there's the smart phone, email, chat, and social channels--the paradigm of customer satisfaction is getting far more complex.Until recently, customer delight was directly tied to delivering product quality or service efficiency across industries. For instance, in retail, it was about offering choices; in banking it was the ability to offer personalized services, and in manufacturing, it was about just-in-time supply. However, today, it is more about how the customer actually "experiences" the value. It can range from how fast a business resolves a customer's query, to how they provide personalized support in line with the needs of the customer. To provide this "experience," businesses are applying the best practices and updating their customer journey models that will spur strong word-of-mouth marketing (WOM), and affinity for the brand, among others. All these successful initiatives for providing a better customer experience ties back to one thing--solutions that can intelligently leverage on data collected from multiple customer touch points including websites, branch/store, mobile, social media, and email. These solutions can analyze the data and track what a customer likes to buy, how long he stay on reviews, the amount of time he spends comparing products and more. With this, businesses can customize the customer's buying experience. For example, if a customer loves reading reviews, the next time he visits the website, the reviews can be shown at the top. It's a cycle--the more a business understands the `uniqueness' of the buyer; the more they are able to anticipate their needs and wants. The future is clear. Customer experience will be the primary differentiator for businesses in the digital era. In this scenario, there are scores of CEM solution providers in the market that will help businesses execute and manage their customer experience initiatives. This edition of CIO Review brings focus onto some of the best practices and solutions that can amplify your CEM strategies in line with the business goals. Jeevan George Managing Editoreditor@cioreview.comEditorialCEM: The Primary DifferentiatorCopyright © 2016 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.CIOReviewSEPTEMBER - 12 - 2016Mailing AddressCIOReview44790 S. Grimmer Blvd Suite 202, Fremont, CA 94538T:510.402.1463, F:510-894-8405 SEPTEMBER - 12 - 2016, Vol 05 SE 75 Published by ValleyMedia, Inc. To subscribe to CIOReviewVisit www.cioreview.com CEM SPECIALCIOReviewEditorial StaffSalesT:510.565.7627Aaron Pierce Ava GarciaAlex D'SouzaJoshua ParkerDennis Peterdennis@cioreview.comVisualizersStephen ThomasManaging EditorJeevan GeorgeAjay K dasSarah Fernandes
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