If you’re not engaging your customers, you could be losing them. Last year alone, 66 percent of global customers switched service providers due to poor customer experience—up 4 percent from the previous year, according to Accenture. They estimate that this “switching economy” puts $5.9 trillion up for grabs globally every year.
That’s a significant sum to leave up to chance. “The bad news is, this prize money isn’t put up by some organizing committee: It’s taken from the pockets of the losing companies and awarded to the winners,” says Tim Walters, Ph.D., partner and principal analyst at Digital Clarity Group. “That is why CEM [Customer Experience Management] is an imperative—and indeed it is the imperative—for virtually every company operating today.”
Register for the virtual roundtable on demand, Expert Speed Round: 7 CEM Trends in 40 Minutes, to hear experts discuss Walters’s observations and answer pressing questions around how to succeed in Customer Experience Management.
- How organizations are meeting the latest challenges presented by CEM
- Why CEM is so crucial for business success
- How enterprises should evaluate and select enterprise-level CEM solutions
Forrester Research, Inc.
Senior Director, Customer Experience Management Solutions
Sotic Digital Sports Agency, UK
Director of Applications Development
Vice President, Global Strategy Co-Lead, Consumer Engagement Platforms