Customer experience, as a discipline, is gradually starting to come of age. Once a fashionable buzzword that drove various organizational revamps, delivering top-notch customer experience has now become a necessity for brands. In today’s hyper-connected world of personalized, real-time interactions, omnichannel experiences, and a plethora of social media platforms, customers expect better and swifter service than ever. As a result, marketers are incessantly endeavoring to enhance customer experiences amidst a continually changing technological landscape.
Marketers can now deliver targeted messages to users by using behavioral data based on the users’ activity on websites— predominantly on social media. By using this data, organizations can paint a more realistic picture of the target to deliver relevant messages and in turn, give customer experience a significant boost. Furthermore, to ensure excellent customer service, chatbots have become an integral element of every organization’s customer experience management (CEM) strategies. For brands to benefit optimally from the service that chatbots provide as virtual customer service agents, it is essential to select CEM solutions that make the most of automation and deliver real value to customers.
CEM solutions that offer an omnichannel customer experience by capturing a holistic view of customers can help organizations create a consistent experience across all touchpoints within the customer journey. In addition, solutions with natural language processing (NLP) capabilities can be of great assistance to brands in better understanding customers’ emotions, preferences, and behavior through various customer interactions. Brands can thus customize the experience they deliver to best meet the customers’ needs. To help organizations select CEM solution precisely tailored for their business requirements, our distinguished panel comprising of key decision makers, experts, and the editorial board has shortlisted some of the most promising CEM solution providers.
We present to you CIO Applications Europe’s “Top 10 CEM Solution Providers - 2018.”