1. Customer Experience Management https://store.theartofservice.com/the-customer-experience-management-toolkit.html

2. Customer experience 1 A study in the year of 2009 on 860 corporate executives revealed that companies that have increased their investment in customer experience management over the past three years report higher customer referral rates and customer satisfaction (Strativity Group, 2009). https://store.theartofservice.com/the-customer-experience-management-toolkit.html

3. Customer experience 1 Customer experience management (CEM or CXM) is a strategy that focuses the operations and processes of a business around the needs of the individual customer. Companies are focusing on the importance of the experience. Jeananne Rae says that companies are realizing that "building great consumer experiences is a complex enterprise, involving strategy, integration of technology, orchestrating business models, brand management and CEO commitment." (2006) https://store.theartofservice.com/the-customer-experience-management-toolkit.html

4. Customer experience 1 According to Bernd Schmitt, "the term 'Customer Experience Management' represents the discipline, methodology and/or process used to comprehensively manage a customer's cross-channel exposure, interaction and transaction with a company, product, brand or service." https://store.theartofservice.com/the-customer-experience-management-toolkit.html

5. Medallia 1 Medallia provides Software-as-a-Service (SaaS) Customer Experience Management (CEM) and Enterprise Feedback Management (EFM) software and services to hospitality, retail, financial services, high-tech, and business-to- business (B2B) companies in the United States and internationally. https://store.theartofservice.com/the-customer-experience-management-toolkit.html

6. Ericsson - Business Unit Support Solutions 1 OSS and BSS has expanded following the integration of Telcordia and focuses on Customer experience management (CEM), including fulfillment, assurance, network optimization and real-time charging. https://store.theartofservice.com/the-customer-experience-management-toolkit.html

7. Open Text Corporation - Products 1 OpenText Enterprise Information Management is an integrated set of five groups of programs: : OpenText Enterprise Content Management (ECM), OpenText Business Process Management (BPM), OpenText Customer Experience Management (CEM), OpenText Information Exchange (iX), and Discovery. https://store.theartofservice.com/the-customer-experience-management-toolkit.html

8. Open Text Corporation - Products 1 OpenText Customer Experience Management is a set of technologies for presenting an organization’s information to its customers. https://store.theartofservice.com/the-customer-experience-management-toolkit.html

9. Strategic management - Competitive advantage 1 This school of thought is sometimes referred to as customer experience management (CEM). https://store.theartofservice.com/the-customer-experience-management-toolkit.html

10. Customer Experience Management 1 A study in the year of 2009 on 860 corporate executives revealed that companies that have increased their investment in customer experience management over the past three years report higher customer referral rates and customer satisfaction (Strativity Group, 2009) https://store.theartofservice.com/the-customer-experience-management-toolkit.html

11. Customer Experience Management 1 According to Bernd Schmitt, the term 'Customer Experience Management' represents the discipline, methodology and/or process used to comprehensively manage a customer's cross-channel exposure, interaction and transaction with a company, product, brand or service. https://store.theartofservice.com/the-customer-experience-management-toolkit.html

12. Angoss - Software 1 * KnowledgeREADER is an integrated customer intelligence product combining visual text discovery and predictive analytics for customer experience management. https://store.theartofservice.com/the-customer-experience-management-toolkit.html

13. Customer dynamics 1 Customer dynamics is a specific dimension of customer experience management and customer relationship management. It is distinct from these disciplines in its focus on the actual interactions that occur between the customer and the organization, and its consideration of implications for both the customer and the business. https://store.theartofservice.com/the-customer-experience-management-toolkit.html

14. Attensity 1 The software uses natural language processing technology to address collective intelligence in blogs, online forums and Social Media such as Twitter and Facebook; the voice of the customer in surveys and emails; customer experience management (CEM); e- services; research and electronic discovery|e-discovery; risk and compliance; and intelligence analysis. https://store.theartofservice.com/the-customer-experience-management-toolkit.html

15. Service assurance 1 * Customer experience management https://store.theartofservice.com/the-customer-experience-management-toolkit.html

16. Medallia 1 'Medallia' provides Software-as-a-Service (Software as a service|SaaS) Customer Experience Management (Customer_experience_management#Custo mer_Experience_Management|CEM) and Enterprise Feedback Management (Enterprise_feedback_management|EFM) software and services to hospitality, retail, financial services, high-tech, and business-to- business (B2b|B2B) companies in the United States and internationally. https://store.theartofservice.com/the-customer-experience-management-toolkit.html

17. Network intelligence - Use in business 1 The network visibility afforded by NI can also be used to build enhancements and next-generation solutions for Network performance management|Network Performance Management, WAN optimization|WAN Optimization, Customer experience management|Customer Experience Management, Content filtering|Content Filtering, and internal billing of networked applications. https://store.theartofservice.com/the-customer-experience-management-toolkit.html

18. Cincom Systems - 2000 to present 1 **Cincom Synchrony (2004), a customer experience management system for multi- channel Contact Centers. https://store.theartofservice.com/the-customer-experience-management-toolkit.html

19. Complex event processing - Integration with business process management 1 For example, customer service centers are using CEP for click-stream analysis and customer experience management https://store.theartofservice.com/the-customer-experience-management-toolkit.html

20. Conversion rate - Measures 1 Conversion marketing attempts to solve the issue of low online conversion through optimized customer service. To accomplish this it requires a complex combination of personalized customer experience management, web analytics, and the use of customer feedback to contribute to process flow improvement and overall site design. https://store.theartofservice.com/the-customer-experience-management-toolkit.html

21. Body of Knowledge - Examples of Bodies of Knowledge 1 * One: The Customer Experience Management Body of Knowledge (CEMBOK) https://store.theartofservice.com/the-customer-experience-management-toolkit.html

22. Chief Customer Officer 1 A 2009 study of over 860 corporate executives revealed that companies that had increased their investment in customer experience management over the previous three years reported higher customer referral rates and customer satisfaction (Strativity Group, 2009). https://store.theartofservice.com/the-customer-experience-management-toolkit.html

23. Sitecore 1 'Sitecore' is a customer experience management company that provides web content management system|web content management and multichannel marketing automation software. The company was founded in 2001 and has offices in Australia, Belgium, Canada, China, Denmark, France, Germany, Japan, Netherlands, New Zealand, Norway, Poland, Singapore, Sweden, Ukraine, the United Kingdom, and the United States. https://store.theartofservice.com/the-customer-experience-management-toolkit.html

24. Sitecore - Company history 1 In 2001, Sitecore was spun off as a separate business entity that initially sold content management systems in the Danish market to IT departments. However, the company has grown profitably into a recognized global provider of customer experience management software targeted primarily to corporate marketing departments and marketing service providers. https://store.theartofservice.com/the-customer-experience-management-toolkit.html

25. Lithium Technologies 1 'Lithium Technologies' provides social customer experience management software for the enterprise. Headquartered in San Francisco, Lithium has additional offices in London, Austin, Paris, Sydney, Singapore, New York, and Zürich. https://store.theartofservice.com/the-customer-experience-management-toolkit.html

26. Lithium Technologies 1 The Lithium Social Customer Experience Management Platform combines online customer community applications such as Internet forum|forums, blogs, innovation management, product reviews, and tribal knowledge bases with the broader social Web and traditional CRM business processes, resulting in a wide range of online customer interaction methods https://store.theartofservice.com/the-customer-experience-management-toolkit.html

27. Clarabridge 1 Using natural language processing and other patented technology,Clarabridge holds two patents see: http://search.usa.gov/search?affiliate=web -sdmg- uspto.govv:project=firstgovquery=clarabrid ge the software is used in voice of the customer, customer experience management and customer feedback programs. https://store.theartofservice.com/the-customer-experience-management-toolkit.html

28. Windchill (software) - Quality 1 *Windchill Customer Experience Management – Helps manage and address customer complaints. https://store.theartofservice.com/the-customer-experience-management-toolkit.html

29. Bernd Schmitt 1 He wrote several influential books in these areas like Experiential Marketing, Customer Experience Management, Big Think Strategy and Happy Customers Everywhere. https://store.theartofservice.com/the-customer-experience-management-toolkit.html

30. Bernd Schmitt - Life and career 1 In the late 1990s, he began authoring books on customer experience like Experiential Marketing and Customer Experience Management. https://store.theartofservice.com/the-customer-experience-management-toolkit.html

31. Bernd Schmitt - Contributions to marketing and management 1 Customer Experience Management provides a step- by-step framework for managing experiences https://store.theartofservice.com/the-customer-experience-management-toolkit.html

32. Bernd Schmitt - Contributions to marketing and management 1 He often uses psychological concepts in his writings and applies them to marketing and business. His books have many case studies and also examples from opera and the arts. Experiential Marketing and Customer Experience Management use theories from sensory, cognitive and social psychology. Happy Customers Everywhere is influenced by Positive Psychology. https://store.theartofservice.com/the-customer-experience-management-toolkit.html

33. Bernd Schmitt - Publications 1 * Schmitt, B. (2003). Customer experience management: A revolutionary approach to connecting with your customers. New York: Wiley. https://store.theartofservice.com/the-customer-experience-management-toolkit.html

34. Endeca Technologies Inc. 1 'Endeca' is a software company headquartered in Cambridge, MA, that sells eCommerce search, Customer Experience Management, enterprise search and business intelligence applications. Endeca was founded in 1999 and was a privately held company, backed by venture capital investment from Bessemer Venture Partners|Bessemer, DN Capital, In-Q-Tel, Intel, SAP AG|SAP and Venrock,. On October 18, 2011, Oracle Corporation announced its acquisition of Endeca for $1.075B. https://store.theartofservice.com/the-customer-experience-management-toolkit.html

35. Michael Seifert (programmer) 1 He is co-developer of DikuMUD, a popular multiplayer text-based role-playing game codebase, and chief executive officer of Sitecore, a global customer experience management software company, which he co-founded in Copenhagen, Denmark in 2001 https://store.theartofservice.com/the-customer-experience-management-toolkit.html

36. Michael Seifert (programmer) - Sitecore 1 In 2001, Seifert and his Pentia co-founders spun off Sitecore as a separate business entity, which initially sold content management systems in the Danish market but has grown profitably into a recognized global provider of customer experience management software with 3,000 customers. Seifert has served as CEO since 2001 and was initially joined by Ole Sas Thrane and Jakob Christensen. https://store.theartofservice.com/the-customer-experience-management-toolkit.html

37. Sitecore Commerce Server - Related Technologies 1 Sitecore Commerce Server 11 forms the technology foundation of and is included in Sitecore Commerce 7.2, Sitecore's primary commerce offering that also includes Sitecore Commerce Connect 7.2. It is marketed and sold as an optional, integrated module of the Sitecore Experience Platform, which also offers other modules for content management, multichannel customer experience management, and big data storage and management. https://store.theartofservice.com/the-customer-experience-management-toolkit.html

38. Anritsu 1 Products include network call trace, service assurance, customer experience management, microwave, RF, and optical signal generators (sources), spectrum analyzers, and Network analyzer (electrical)|network analyzers https://store.theartofservice.com/the-customer-experience-management-toolkit.html

39. Ericcson - Business Unit Support Solutions 1 * 'OSS and BSS' has expanded following the integration of Telcordia and focuses on Customer experience management (CEM), including fulfillment, assurance, network optimization and real-time charging. https://store.theartofservice.com/the-customer-experience-management-toolkit.html

40. ICF International - Acquisitions 1 In 2014, ICF International acquired CITYTECH, Inc., a Chicago-based digital interactive consultancy specializing in enterprise applications development, web experience management, mobile application development, cloud enablement, managed services, and customer experience management solutions. https://store.theartofservice.com/the-customer-experience-management-toolkit.html

41. Experience economy 1 The Experience Economy is also considered to be the main underpinning for customer experience management. https://store.theartofservice.com/the-customer-experience-management-toolkit.html

42. For More Information, Visit: https://store.theartofservice.co m/the-customer-experience- management-toolkit.html https://store.theartofservice.co m/the-customer-experience- management-toolkit.html The Art of Service https://store.theartofservice.com