July 20186 Enhancing customer experience will continue to be at the top of agenda for digital transformation initiatives. It does not matter to customers whether the organizations suffer from digital disruptors or experience challenges in the supply chain management, all they want is improved customer experience across multiple channels.Organizations must ensure that they win at every interaction they have with the customers, whether it's a call to a contact center, a marketing campaign, or while sending an invoice. Every department must play its role in a synchronized fashion in enhancing the customer experience. With the growing potential of artificial intelligence and predictive analytics, the reliance on data and data experts is a crucial factor in delivering great customer experiences. Technologies such as augmented reality (AR), virtual reality (VR), wearables, Internet of Things (IoT), and bots are becoming integral parts of customers' day-to-day experiences. Leveraging such technologies, the implementation of customer experience management platforms are expected to gain more traction across industries in the near future. For instance, the retail sector is one of the largest users of CEM software. Retail companies are employing structured analytics to maintain thorough information about their customer's profile. By collecting customer information from diverse touchpoints such as mobile, web, and social media, retail companies are identifying their customer preferences and analyzing their personalized insights. Using such crucial information, they are delivering personalized and enhanced customer experience thereby gaining loyal customer relationship.With more and more organizations deploying cloud models at their contact centers to effectively connect to customers across different channels such as email, mobile, chat, and social media, the future of CEM solutions look bright. On that note, we present to you "Top 25 Customer Experience Management Solution Providers - 2018" that will help you in making strategic decisions for your organization. Annie Johnson To subscribe to APACCIOOutlookVisit www.apacciooutlook.comArt & GraphicsAmelia StewartFlynn SmythToby LangtonAR RamjithSenior WritersManaging EditorAnnie JohnsonCopyright © 2018 ValleyMedia Inc. All rights reserved. Reproduction in whole or part of any text, photography or illustrations without written permission from the publisher is prohibited. The publisher assumes no responsibility for unsolicited manuscripts, photographs or illustrations. Views and opinions expressed in this publication are not necessarily those of the magazine and accordingly, no liability is assumed by the publisher thereof.JULY - 30 - 2018, Volume 04 SE 18 Published by ValleyMedia Inc.EditorialThe Battlefield of Customer Experience Lane Adams Clara MathewRoyce D'SouzaEditorialAshik Jain Alfred MardinLouis BeckerRachael ClarkRoy Chow*Some of the Insights are based on the interviews with respective CIOs and CXOs to our editorial staffEmailsales@apacciooutlook.comeditor@apacciooutlook.commarketing@apacciooutlook.comContact usPhone: +1 510.996.5168Fax: 510-894-8405Annie JohnsonManaging Editoreditor@apacciooutlook.com
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