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                  Customer Experience Management

                  Quote.svg

                  By 2027, three-quarters of enterprises will have expanded the group of stakeholders influencing customer experience software buying decisions resulting in greater accountability and better resource allocation.
                  Keith Dawson

                  Keith Dawson

                  Director of Research
                  Customer Experience

                  Expansive platforms for managing the complete customer lifecycle

                  Our expertise comes from our unique research and decades of experience not found anywhere else in the industry. It can help you make Customer Experience Management tools and processes impactful to your organization. Consider these insights as you look to assess and improve your customer experience efforts.

                  Definition

                  Customer experience management is the process of orchestrating customer journeys as they interact with different arms of an organization. It includes of measuring the success of interactions, analyzing customer sentiment, and finding moments of connection that you can leverage for better experiences and higher customer satisfaction.

                  Research Fact

                  The majority of organizations (59%) rate customer satisfaction scores as the most important customer metric, with almost half also citing customer lifetime value, indicating an awareness of the need to deliver positive experiences.

                  Best Practice

                  Organizations should incorporate as many relevant stakeholders in CEM decision-making processes, including service, sales and marketing team leaders.

                  How we can help

                   

                  Consulting

                  Consulting where we deliver expert guidance with our experience, expertise and market research through workshops and assessments for better business outcomes.

                  Advisory

                  Advisory through our proactive and informed expert advice and insights for optimization of decisions through our ISG Research On-Demand service designed for value every month of the year.

                  Research

                  Research enables insights from our industry analyst team and market research with our Benchmark Research, Dynamic Insights and Value Index research products that provide facts for decisions.

                  Education

                  Education in a range of business, technology and vertical industry topics through our publishing of digital content in mediums and styles for impactful insights across an entire organization.

                  Our Latest Research Let's Get Started

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                  We provide insights and guidance across business and technology. We can help your organization; the first step is to reach out to a member of our team and see how we can help.