Your Top 5 Challenges Addressed at CEM Asia 2015
We surveyed industry practitioners in Asia and you told us your top challenges:
Keeping up with the Rapidly Changing Consumer Behaviours and Expectations
Impact of Social Media on CEM
Identifying Key CEM Metrics for Measuring Customer Satisfaction
Measuring ROI from CEM Initiatives
Cultivation of Service Mindset and Customer Centric Culture within the Organization
Top Trends Affecting CEM Over the Next Two Years
The CEM Mobile App we designed for live polling session at the event gave you an opportunity to benchmark with peers in the room. Our benchmark leaders, Neilsen, gave us their insights into the results - real-time.
Not surprisingly, VoC, social media led by personalization and the growth of mobile technology are the top trends you foresee affecting CEM over the next two years. In an increasingly transparent world where information flow is fast and limitless, it is extremely hard for organizations to withstand the onslaught of heightened expectations from an increasingly sophisticated, heterogeneous and demanding customer.