Welcome back to part two of our three part series on the key insights we gained during our travels on the road in October. In our last blog post we covered our experience at TSIA’s Technology Services World 2013 where the topic of discussion was big data and the importance of organizations to get moving with big data. In today’s post we will take a look at the importance Customer Engagement Management (CEM) for an organization.
We Care, Everywhere
The next stop on our USA tour is Atlanta, GA where we attended CEM in Telecoms: North America, hosted by Telecoms IQ. The 2013 CEM in Telecoms event was attended by leading cable providers, telecommunication providers, and thought leaders in the Customer Experience Management space, providing a platform to review industry best practices in improving customer experience. The two-day session covered many topics in the CEM space including:
- Enhancing the customer experience across contact centers and other touch points
- Increasing cross-functional collaboration and overcoming silo mentality within organizations
Contrary to the graphic, most organizations don’t have a single touch point with the customer, even though many interactions with the customer are handled this way. This was among many insights captured through our panel session and discussions, a few additional insights have been shared below: Continue reading “On the Road with LogMeIn Rescue – Hotlanta (Part 2 of 3)” »