Best Practices in Customer Experience Management (CEM) and Feedback Management

Sponsored By: Genesys, eGain, Mindshare Technologies, Pegasystems, Cincom Synchrony, Verint Witness Actionable Solutions, Parature and LiveOps

In the following pages of our Best Practices Guide to Customer Experience Management, you'll notice a few reoccurring themes, which resonate from several of our experts' essays: 1) The importance of protecting and building your brand through CEM. 2) The crucial role of analytics, feedback, and knowledge management in the continuous process of improving your customers' experiences. 3) The imperative of adding social media to your integrated, multichannel strategy.

Tools that allow people and processes to create great customer experiences continue to evolve. Read the following essays to see how these tools can help your organization.