Customer Experience Management (CXM)
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What Customers Want from Contact Centers - and How to Deliver It

When speaking with a customer service agent on the phone, most customers want swift, accurate answers and a human experience. These are the findings of a new online survey conducted by Harris Poll on behalf of NICE. According to the poll, 59 percent of respondents say they most value having issues resolved efficiently and correctly when contacting a company via phone. The poll also uncovered that 23 percent of customers would rather have a real conversation with a person rather th Topic: Customer Experience.
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CXM - 10 practical techniques

Customer Experience Management - CXM - doesn't have enough attention IMO given its importance in delivering and evaluating marketing effectiveness from a cus...
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CXM - 10 practical techniques
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Support du petit dej Demo CXM

Support du petit dej Demo CXM | Customer Experience Management (CXM) | Scoop.it
Téléchargez gratuitement la présentation du petit dej demo par Gwennola & Sophie.Pour avoir accès à notre présentation, merci de remplir le formulaire ci-dessous.
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CX Journey™: 15 Competencies for Delivering Effective Social Customer Service

CX Journey™: 15 Competencies for Delivering Effective Social Customer Service | Customer Experience Management (CXM) | Scoop.it
In today's blog post, I take a look at Delivering Effective Social Customer Service by Martin Hill-Wilson and Carolyn Blunt. I tell you the 15 competencies they propose for delivering effective social customer service.
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Faire sa veille sur le CXM et échanger pour enrichir son expérience

Faire sa veille sur le CXM et échanger pour enrichir son expérience | Customer Experience Management (CXM) | Scoop.it
A la suite du succès rencontré par notre série d’articles orientés CXM, nous souhaitons continuer notre réflexion et la partager avec vous.
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45% des clients abandonnent leur panier si l'expérience on line est mauvaise

45% des clients abandonnent leur panier si l'expérience on line est mauvaise | Customer Experience Management (CXM) | Scoop.it
La deuxième étude annuelle commanditée par Liveperson confirme l'importance d'une assistance humaine en ligne dans un instant critique pour les cyberacheteurs.
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The Road to Customer Experience: Turning Data into Actions [Infographic]

The Road to Customer Experience: Turning Data into Actions [Infographic] | Customer Experience Management (CXM) | Scoop.it
This month we’re turning data into action. However, before you can take meaningful, marketing actions, the assumption is that you’ve been measuring meaningful and marketable data.
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Entreprises : vers la contextualisation de l’interaction client

Entreprises : vers la contextualisation de l’interaction client | Customer Experience Management (CXM) | Scoop.it
L’interaction client se réinvente avec le digital. En vue de répondre aux Directions Métiers, la DSI s'engage dans un inventaire pour valoriser l'existant et intégrer les nouveaux canaux de communication.
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infographiemarkesseptica.jpg (595x1531 pixels)

infographiemarkesseptica.jpg (595x1531 pixels) | Customer Experience Management (CXM) | Scoop.it
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The Evolution of the Customer Service Experienc...

The Evolution of the Customer Service Experienc... | Customer Experience Management (CXM) | Scoop.it
Evolution of Customer Service Experience (Infographic) by @flavmartins http://t.co/zVUbT1mgH0 via @Parature @Fred Zimny#CXM http://t.co/ZHvLw4fWYI (The Evolution of the Customer Service Experience (Infographic) | @scoopit

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A CXM Retrospective: How the Customer Experience Has Evolved

A CXM Retrospective: How the Customer Experience Has Evolved | Customer Experience Management (CXM) | Scoop.it
Tis’ the season for retrospectives. This year, I’m taking it to a whole new level. 
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Via Christian Barbaray
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C-What?? Untangling CRM, sCRM, and CXM - Capterra Blog

C-What?? Untangling CRM, sCRM, and CXM - Capterra Blog | Customer Experience Management (CXM) | Scoop.it
Figuring out the differences between CRM, sCRM, and CXM. Capterra has been helping organizations make smarter software purchases since 1999. (Do you need a #CRM, #sCRM (social CRM), or #CXM (Customer eXperience Management) system?

Via Fred Zimny
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Marketers Bullish on Data in 2014

Marketers Bullish on Data in 2014 | Customer Experience Management (CXM) | Scoop.it
A whopping 98 percent of marketers are maintaining or increasing their spend in 2014 — and that increased spending is mostly going to data and analytics and marketing automation, a new ExactTarget survey concluded.
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Améliorer son contenu marketing et suivre sa pertinence en temps réel avec eZ LiveViewer

Améliorer son contenu marketing et suivre sa pertinence en temps réel avec eZ LiveViewer | Customer Experience Management (CXM) | Scoop.it
Créer du contenu est l'une des tâches quotidienne de nos clients. Cependant, ils n'ont pas toujours le temps ou les outils pour suivre l'efficacité et la pertinence de leur contenu une fois qu'il a...
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Organizations Need to Cultivate Poets, Not Mushrooms

Organizations Need to Cultivate Poets, Not Mushrooms | Customer Experience Management (CXM) | Scoop.it
A while back, I delivered a presentation originally titled “writing customer experiences.” Writing because I think of a customer experience as an emotional journey and of the process of designing for customer experience as similar to the process of structuring an evocative story. But maybe the individual moments in the customer experience are opportunities for poetry. Topic: Customer Experience.
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90% of organizations believe they deliver a superior customer experience, but only 10% of customers agree

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PETIT DEJ' DEMO: Les rouages du Customer Experience Management - Tout Montpellier

PETIT DEJ' DEMO: Les rouages du Customer Experience Management - Tout Montpellier | Customer Experience Management (CXM) | Scoop.it
Tout Montpellier
PETIT DEJ' DEMO: Les rouages du Customer Experience Management
Tout Montpellier
Bien comprendre le CXM pour optimiser l'expérience consommateur, Kaliop vous expliquera les rouages du Customer Experience Management...
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Everwin CXM, un CRM dédié aux sociétés de services - Actionco.fr

Everwin CXM, un CRM dédié aux sociétés de services - Actionco.fr | Customer Experience Management (CXM) | Scoop.it
Everwin CXM, un CRM dédié aux sociétés de services Actionco.fr Everwin, éditeur de progiciels de gestion d'affaires, annonce le lancement d'Everwin CXM, sa première offre de gestion de la relation client spécifiquement dédiée aux sociétés de...
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Expérience utilisateur sur les CMS : CXM

Expérience utilisateur sur les CMS : CXM | Customer Experience Management (CXM) | Scoop.it
Comment choisir son CMS pour optimiser l'expérience utilisateur. Nous vous donnons les clés pour choisir votre système de gestion de contenu
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Four Multi-Channel and Touchpoint Marketing Models

Four Multi-Channel and Touchpoint Marketing Models | Customer Experience Management (CXM) | Scoop.it
Discover four customer life cycle based models for multi-channel and touchpoint marketing, and why they matter.
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Customer Experience Is More Important Than Advertising (Infographic) - Business 2 Community

Customer Experience Is More Important Than Advertising (Infographic) - Business 2 Community | Customer Experience Management (CXM) | Scoop.it
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L’art de gérer son service client sur Twitter

L’art de gérer son service client sur Twitter | Customer Experience Management (CXM) | Scoop.it
Cet article a été publié il y a 1 an 11 mois 26 jours, il est possible qu’il ne soit plus à jour. Les informations proposées sont donc peut-être expirées.
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2014: The Year Where Content Means Business

2014: The Year Where Content Means Business | Customer Experience Management (CXM) | Scoop.it
At eZ we have spent the start of the new year reflecting on the key drivers in Content Management, Customer Experience and Digital Marketing. We believe that 2014 will be the year where conten...
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Adopter une stratégie d'interaction client - 100% web par Kaliop

Adopter une stratégie d'interaction client - 100% web par Kaliop | Customer Experience Management (CXM) | Scoop.it
Le client veut se sentir unique. Il attend un service individualisé et une relation humaine. Le Web a ouvert de nouveaux supports et de nouvelles relations.
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CMSWire's Top 10 Hits of 2013: Customer Experience

CMSWire's Top 10 Hits of 2013: Customer Experience | Customer Experience Management (CXM) | Scoop.it

It’s been an interesting year in the customer experience management (CXM) space, a broad category that encompasses external marketing, e-commerce and a host of related concepts.


Via Christian Barbaray
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Twitter / CRM_CX: Good stuff! A beginner's guide ...

Twitter / CRM_CX: Good stuff! A beginner's guide ... | Customer Experience Management (CXM) | Scoop.it
RT @CRM_CX: Good stuff! A beginner's guide to improving the #CustExp in 8 steps. #CRM #CX #CXM #Marketing #Mobile http://t.co/otgdFI88JL

Via Fred Zimny
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