In today’s competition survival of the companies heavily depends on adopting a customer-oriented approach. Companies need to place customer satisfaction at the core of their business decisions in order to understand their customers’ needs and provide services accordingly. In other words they need to hear the voice of the customer to provide an enhanced customer experience.
Customer experience management requires understanding the steps that customers take during their journey through many different interaction channels. Since customers interact with companies through hundreds of touch points in parallel with the increasing use of social media and mobile devices, companies need to monitor different channels with a holistic approach. At this point companies apply for voice of the customer solutions that provide analytical tools such as text analytics, web analytics, speech analytics, and social media analytics.
As a result of increasing concern on providing enhanced services, customer experience management arises as an important concept for businesses to take into account. With customer experience management, companies aim to offer services that guarantee better experience in a way that creates retention, increases loyalty and provides competitive advantages. That is why more companies are investing in customer experience management and voice of the customer technologies in these days. Consequently there is a continuous growth in the market. According to RNR’s Customer Experience Management Market report, the market will reach $8.39 billion in 2019.
These technologies will be discussed in detail in G-Summit Middle East 2015 event of Genesys. The event which will take place in Dubai on April 15-16 will focus on innovations that simplify the deployment of customer experience technologies from the call center to the back office. With the theme ‘The Ultimate Customer Journey’ the event will also feature conversations, presentations and networking with the leading authorities in the customer experience field from a variety of industries and geographies. SESTEK will participate in the event as gold sponsor. For more information please visit http://go.genesys.com/2015_Q2_ME_EVT_GE_GSUMMIT.html