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Customer Experience Managemen
t
WHAT?Customer experience management is a strategy that focuses the operations and processes of a business around the needs of the individual customer
The goal of CEM is to optimize interactions from the customers perspective and as a result, foster customer loyalty.
VALUE
CEM VS. CRM
…BECAUSE THE PURPOSE OF THIS ORGANISATION IS TO DEVELOP LEADERSHIP.
It is through the experience itself, that we reach the organizations goal.
WITHOUT STRONG EXPERIENCES, WHAT ARE WE
DOING?
WHY?
WHO?Members
Exchange Participants
TN TakersPartners
Members
Exchange Participants
CEM and
Country Partnerships
Clear Goals & Objectives
Supply & Demand Management
Exchange Process
Management
Global Information
System
Policy Changes
National Projects …
Massive & Ongoing HR Recruitment
Customer Experienc
e Strategies
12/13
What made us evolve since
1948?
WHAT WILL MAKE US EVOLVE TO 600,000 UNIQUE EXPERIENCES?
OUR OPERATIONS
Raise Match Realize
Net Promoter
Score
Cases Closed / Cases Open
Response Rate % of Promoters
WHAT DO WE IMPLEMENT?
