Have you invested in a Customer Experience program? Before you can improve experiences you need to understand what you're offering now and where you're failing to meet expectations. You can't create a meaningful CEM program without incorporating the Voice of the Customer.

Download this whitepaper to understand:

• How to understand experiences in order to improve them,

• That not all customer experiences are created equal, and

• That process-driven improvements don't change company culture.

A successful survey is one that is designed to meet its original goal, provides accurate data that is representative of the target population, and that improves the satisfaction level of its respondents. This whitepaper distills the seven keys to ensuring the best possible outcome for the survey author.

Enhancing the customer experience has never been more important than it is in today's economic environment. Customer satisfaction and retention are critical to any organization's success and initiating a customer-centric culture and focus on the customer experience is essential to that end. This white paper explores the importance of providing customers with choices for their preferred method of support. Multi-channel service options, such as self-service via knowledgebases and downloads, live chat sessions, mobile applications, social networks, and easy issue escalation paths via the Web to improve the customer experience and increase customer satisfaction.

The knowledgebase is no longer the center of the universe. Despite large investments in knowledgebase technologies over the past decade, customer satisfaction rates and key call center metrics have continually declined. This TSIA/Coveo white paper examines these trends as well as the emergence of innovative, next-generation knowledge tools that provide single screen access to the entire knowledge ecosystem, which drastically improves operations and helps turn customer service from an expense to a corporate asset.

Today's socially networked consumer is demanding more from the companies they do business with. They are expecting higher levels of service and enhanced communications provided through more channels, and they have more outlets for voicing opinions about their experiences than ever before. Engaging in proactive conversations with those consumers to manage and deliver on their expectations will become critical to a company's ability to succeed. Planning for a next-generation contact center will help to address these requirements while enhancing the overall customer experience.

Unified communications and collaboration technologies provide the foundation for the next-generation contact center, by connecting not only the contact center and the rest of the enterprise, but also the enterprise and the customer in new ways. These technologies bring vital capabilities to customer-company communications, including voice/telephony, unified messaging, contextual presence, multimedia conferencing, desktop and data sharing, web portals, social computing and content and knowledge management.

This paper outlines key capabilities and top-line technical requirements to consider as you engage with IT to determine the best path forward to meet your customers' demands.

Today's customers want an experience that engages them and gives them a reason to remain connected to you. Their mindset is one that is fickle, demanding, vocal and not very loyal. You must differentiate your organization with customer service by providing memorable experiences that will separate you from your competition and improve your customer loyalty. Read this white paper to discover Customer Service Expert, Lisa Ford's strategies for improving the customer experience.