Customer experience management (CEM) is the collection of processes a company uses to track, oversee and organize every interaction between a customer and the organization throughout the customer lifecycle. The goal of CEM is to optimize interactions from the customer’s perspective and, as a result, improve customer loyalty
CEM is a solution through which many organizations interact with their customers to understand their experiences related to specific products and services. CEM is done through different tools and techniques such as EFM (Enterprise Feedback Management), web analytics, text analysis, and speech analytics. It is the revolutionary step to connect the organizations with their customers. CEM blends customer satisfaction, loyalty, retention, relationship management, user experience, experiential marketing, and customer centricity.
Fortune 12 has partnership with companies providing state of the art CEM applications. We provide consultancy in the following area