October 20176 Until recently, customer delight was directly tied to delivering product quality or service efficiency across industries. For instance in retail it is about offering choices, in banking it is about offering personalized choices and in manufacturing, it is about `just in time supply'. But with advent of time, the focus has shifted towards how the customer actually `experiences' the value. The value proposition that an excellent customer service brings will, in fact, make even the price less relevant. Enterprises across different sectors are understanding this today and hence using innovative concepts to enhance the way they engage with their customers. An effective customer experience management initiative often ties back to the power of solutions that can efficiently leverage data collected from multiple touch points, analyze it and provide insights on the customer journey. These solutions can track and analyze the data to understand what a customer's choice. With this businesses can automatically improve the customer's buying experiences. Experts also believe that companies require customer centric ecosystems to drive in profits and cut down costs while enhancing customer interaction. Therefore moving away from the paradigm ­ CEM is a tactic rather than strategy to analyze customer behaviour, a tactic that helps businesses understand the customer. On that note, we bring to you insights on the key strategies and channels that are implemented by companies to overcome competition and gainfully leverage customer interaction. In this special edition, we present "Top 25 Customer Experience Management Solution Providers - 2017" to aid new age marketers and enterprises demystify the role of analytics and digital platforms in churning out the information to enhance a `customer's experience'. Annie JohnsonManaging Editoreditor@apacciooutlook.com To subscribe to APACCIOOutlookMailing AddressAPACCIOOutlook44790 S. Grimmer Blvd Suite 202, Fremont, CA 94538Visit www.apacciooutlook.comArt & GraphicsFlynn SmythAjay K DasToby LangtonSenior WritersLane Adams Clara MathewRoyce D'SouzaSudeshna Mazumdar Managing EditorAnnie JohnsonAsst. Managing EditorLalrindiki SailoCopyright © 2017 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.October - 03 - 2017, Volume 3 SE 41 Published by ValleyMedia Inc.EditorialAlfred MardinMensholong LepchaLouis BeckerRachael ClarkRoy ColinShikha PatraSales sales@apacciooutlook.com+1 510.996.5168Annie JohnsonEditorialA DELIGHTFUL APPROACH TO CEM *Some of the Insights are based on the interviews with respective CIOs and CXOs to our editorial staff
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