Comments on: No love lost with CEM on Demand? http://www.destinationcrmblog.com/2012/02/20/no-love-lost-with-cem-on-demand/ A blog from the editors of CRM magazine Fri, 14 Jun 2013 22:22:45 +0000 hourly 1 http://wordpress.org/?v=3.5.1 By: kit hamilton http://www.destinationcrmblog.com/2012/02/20/no-love-lost-with-cem-on-demand/#comment-6623 kit hamilton Mon, 27 Feb 2012 14:26:22 +0000 http://www.destinationcrmblog.com/?p=5071#comment-6623 This is a great post! So often businesses express a commitment to customer experience in how they prep their reps, then don’t back it with the technology they need to provide information across channels – or they (far less often) introduce technology but don’t make it clear how it enables improvements at the point of customer interaction.

A colleague recently published an interesting post on what it takes to really listen and act … you might find it worth a look: http://www.pbinsight.com/blog/details/customers-still-ask-can-you-hear-me-now/

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