CEM: The Art of the Possible
I thought I’d share with you all a video one of my colleagues (Reza Soudagar) has released under the topic of “Customer Experience Management” (CEM).
It show cases what the “Art of the Possible” is today when one designs a CEM strategy around the core concept of bring “”People (Customer & Employees) + Process + Technology” together is a unique mash-up that results in “true competitive advantage”.
A great example of a business who is embracing this concept is Coop in Switzerland (leading cash and carry chain) where they have embraced their customers use of mobile devices in their day-to-day lives. They have done this by developing their ability to leverage their customers mobile device as another key channel to connect and deliver a powerful and meaningful customer service and in my view delivering a pretty cool customer experience as a result. (Check this video out for an example of this innovation - although in German I think you will get the idea).