When it comes to creating a great customer experience, it’s important to consider the entire customer journey. McKinsey research suggests that customer journeys are significantly more strongly correlated with business outcomes. This means every company across industries need a clear understanding of the end-to-end experiences with customers and how interactions at each point are received.
Along with technology innovation, enterprises are looking for ways to track, oversee, and organize customer journey and identify the problems within them to offer new opportunities to create a greater customer experience. In this issue of Technology Innovators, we are bringing to you the Top 20 innovators in CEM of 2021. We hope this will help you assess your customer strategy and efficiently manage your customer experience. This involves identifying the touchpoints that the customer comes in contact with across the organization, brand, service, or product, followed by the development and implementation of the desired journey the customer makes through the organization. We believe this issue will give you an insight on different customer experience management solutions and tools that will release a positive impact on customer loyalty, higher retention and increased revenue growth.
Laduram Vishnoi CEO & Founder
Acquire is a unified customer engagement platform that brings all communication, interactions, channels, and tools under one roof.
Paul Bernard, President & CEO
CallMiner provides artificial intelligence-enabled speech and customer interaction analytics.
Mark Bishof, CEO
Clarabridge helps business win the hearts and minds of their customers with the industry leading Customer Experience Management platform.
Kyle Ferguson, CEO
The world’s leading #SaaS vendor for multi-channel Voice of the Customer, Employee Feedback, & Market Research programs.
Jonathan Cherki, CEO
Contentsquare is a Software-as-a-Service platform that empowers brands to create better customer experiences on web, mobile, and apps.
Jackie Palmer, VP Product Marketing
Demandbase specializes in account-based marketing offering AI-enabled ABM platform.
Carles Bonfill, Co-founder & CEO
Easypromos is a global leader in digital promotions offering a self-service, easy-to-use platform to create and manage digital campaigns seamlessly across any social media network or device.
Brigham Tomco, CEO and Co-founder
Emmersion is a rapidly growing SaaS company that specializes in AI-powered language assessments technology.
Peter Relan, Chairman & CEO
Democratizing Conversational AI: Leveraging TrueNLP™ based Self Discovering, Self Training and Self Maintaining Conversational AI
Brian Halligan, Co-Founder & CEO
HubSpot develops cloud-based, inbound marketing software that allows businesses to transform the way that they market online.
Andrew Joiner, CEO
InMoment provides SaaS-based customer survey and enterprise feedback management solutions for data collection activities.
Leslie Stretch, CEO
Medallia offers a SaaS platform that captures experience data from signal fields emitted by customers and employees.
Rupert Runewitsch, Founder
Vista is a customer experience management platform, that empowers people in any service industry to deliver tailored and premium REAL world experiences for its customers.
Barak Eilam, CEO
NICE Systems provides intent-based solutions that capture and analyze client interactions and transactions for businesses.
Greg Lim, CEO & Co-founder
Persosa is a Phoenix-based startup specializing in website personalization and experience management solutions.
Ram ChandraSekar, Founder & CEO
PhaseZero is a leading software-as-a-service (SaaS) ecommerce and customer experience platform that enables manufacturers, distributors and retailers to innovate, differentiate, and accelerate their growth of online digital business.
Ryan Smith, Co-Founder & CEO
Qualtrics is a single system of record for all experience data, managing customer, product, employee, and brand experiences on one platform.
Imogen Wethered, CEO & Founder
Qudini is a A software tool for service businesses with physical venues to seamlessly manage their resources, customers and operations, all within a single platform.
Alfonso de la Nuez, Co-CEO & Co-Founder
UserZoom is a research platform that offers remote usability testing and professional services like recruiting and collecting data
Mikkel Svane, CEO
Zendesk is a customer service platform that develops a software to empower organization and customer relationships.
Top customer experience technology trends emerging in 2021 for the insurance sector
In today’s world, almost every business is approaching an enhancement in the customer experience and hence they are inducing the latest technology to create industry-driven solutions. The business landscapes are changing at a fast pace and the experiences of customers have taken a radical change with the technology change. The thought of reshaping the customer experience was snuggling by the business sectors but the budget has remained the biggest issue, now with the emergence of the new era and latest technologies, the budget constraints are reducing the gaps with the businesses. Here are the best technologies which have continuously worked for the enhancement of customer experience.
The major technologies accepted by the insurance sector are predictive analytics, voice-of-x programs, artificial intelligence, machine learning, voice assistance, augmented reality, IoT, cybersecurity, and many more. The very initial channel that worked to embrace the potential of customer engagement is artificial intelligence and big data.
CEM market in COVID-19 outbreak
The market of CEM (customer experience management) is expected to expand from 8.5 billion of USD in 2020 to 14.9 billion USD in 2025, at 11.8% of CAGR (Compound Annual Growth Rate). The driving forces of this market includes the requirement for improving the customer engagement as well as minimise the churn rates of customer, other factors being stronger understanding of customers, using scores given by customers for planning the strategies of customer experience management.
How global CEM is being impacted by COVID outbreak?
The COVID-19 has resulted in extended lockdowns, being attentive about health and pervasive uncertainty. All these situations are remoulding customer’s behaviours. It is challenging for product/ service providers to comprehend behaviour and lay a plan that is fruitful in long run. Overall growth of global CEM market has medium impact because of outbreak, and significant impact on core sectors like logistics, transportation and manufacturing, and moderate impact on non-core sectors, like IT, e-commerce and telecom.
Different types of customer experience management
Businesses are started with distinct objectives aiming different types of customers. In present technological era, you have top customer experience management tools available to track, record, and use for future business development. Customer experience management tools come with various specifications, based on their utilities and types of customer handling. Are you an entrepreneur and looking for the best tool which can help you to connect with your customers better and understand their requirements related to your business? Here we have listed down few basic types of customer experience management tool from which you can choose the best relevant to your requirement.
Either a product based company or service based, knowing the conversion rate helps them better to improve their online presence and provide much relevant services. A/B testing helps you to understand the deep insight of your website and giving you information about the likes and dislikes of your targeted customers.
Challenges that can hinder the customer experience management strategies
To stay ahead of the existing competition you must be well-aware of rapidly changing marketing trends. All type of businesses, regardless of their size and domain has one thing in common that is their customers. Customer retention is one of the major aspects that impacts overall performance and revenue generation of a business. Now, with the frequent technological transformations, most of the businesses have incorporated latest technologies such as customer experience management to streamline their business operations with respect to the customers. This approach helps them to personalize the interaction with the customers.
Marketing leaders and the top brands have already recognized the importance of incorporating customer experience management system with a future objective. Are you also willing to enhance the customer’s experience by using a proper management strategy? Then you must first consider the challenges which may bother your business operations before incorporating it.
How to strategize customers experience management
The word customers are not just an aspect of your business, but a potential asset that can help you scaling your business up in the sky. In present days, managing your customer has become a priority for every business and managing their experiences can make a great change to your business and can help you to ramp up quickly. Most of the businesses wishes to manage their customer’s experiences but fails to strategize it properly and hence not getting a proper output. Either you are dealing in B2B or B2C, customer experience management plays an important role in your business development. If you are also an entrepreneur and willing to strategies your customer’s experience but finding it a hectic job, then here are few tips that make the task easier.
Top priorities in next five years: Just taking a survey on your existing customers is not sufficient for your imperative business growth. You need a potential client base that can be loyal with your brand in the upcoming years accepting your future products and services. Hence, you must first list down your business priorities for next five years and then must take a survey on the existing customers placing your future ideas in front of them.
What is customer’s experience management and its uses?
Customer is the backbone for every business regardless of the industry it belongs to. Knowing your customer is very crucial for a business to serve in a better way. Customer’s perception is becoming a major input for most of the businesses. It can be done by building a better relationship between the brands and the customers by knowing their life cycle. With the growing technological trends, brands are able to incorporate customer’s experience management tools that build a bridge between you and your customers. The designing of customer’s experience management has been done in a way that brands get to know the customer’s reactions and requirements. This will help the companies to increase customer satisfaction, and loyalty.
How to use customer’s experience management effectively?
Customer’s experience management is a potential tool only if it is used effectively. Here are few tips to use this tool for your business development.