Ventana Research Analyst Perspectives

ResponseTek Underpins Customer Experience Management

Posted by Richard Snow on Nov 27, 2010 3:23:46 PM

Most of all, customer experience management is about a company delivering the optimal experience during an interaction. For example, during a conversation the contact center should ensure that the agent’s responses are appropriate to the context of the overall customer relationship and are personalized. The same should be true for a customer’s visits to the Web site, during chat sessions and in responses to mobile text messages. It goes without saying that the person or system involved in an interaction needs all relevant information about the customer, so responses meet the customer’s expectations while also delivering against business goals.

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Topics: Customer Experience, CEM, ResponseTek, Uncategorized