Customer Experience Management "Hot Buttons"
Empowering contact center excellence for 30 years!

Customer Experience Management "Hot Buttons"

Published: Jan 24, 2014

Pages: 13

Sponsor:

Avaya

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Though more organizations are discovering the strong connection between loyalty and the customer experience, too few contact centers are focused heavily on it. As a result, they are missing the ways that CXM programs can optimize an organization’s customer service to create a more loyal customer base. But what exactly is CXM and how are organizations in financial services approaching it?

Analysts agree that the potential for increased customer loyalty is greater now than ever. That loyalty comes with a price, however,  and that price is an exceptional customer experinece.

While providing an exceptional customer experience can be challenging for any vertical, there’s a perception that
it has been more difficult of late for the financial services industry. Since it’s true that customer experience is correlated to customer loyalty, and customer loyalty usually is correlated to revenue, it follows that there’s huge potential for those financial institutions that can right the ship.

Customer experience management (CXM) requires holistic support by the organization. It needs to be tracked,
measured and put into practice. Though more organizations are discovering the strong connection between loyalty and the customer experience, too few contact centers are focused heavily on it. As a result, they are missing the ways that CXM programs can optimize an organization’s customer service, provide valuable competitive data, and give a brand the competitive edge to create a more loyal customer base. But what exactly is CXM and how are organizations in financial services approaching it?

This complimentary whitepaper takes an interesting look at Customer Experience Management, specifically in the financial services industry.*

The key topics covered in this whitepaper: 

  • Defining Customer Experience Management
  • Designing a CXM Program
  • Make-up of the Customer Experience Team
  • Executive Commitment
  • Hot Buttons for Financial Services

 
* For the full research findings across all verticals, see the related Research Report

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