EditorialCustomer Experience MattersIn today's digital era, customers are well-informed, and their market awareness is much higher than it was 10, 20 or 30 years ago. While this is positive and brings lot of benefits to the society, it is also challenging for market players to satisfy customer needs. Nowadays, customers are more demanding, and it is hard to make them happy. In order to thrive in the new digital era and keep up with changing times, companies are forced to change their strategies and adapt to new "market rules." Companies are moving from product-centric organizations to more customer-centric organizations. Nowadays, thanks to technology, customers interact with a company via various channels and means; from assisted interaction to unassisted, from physical channels to digital. And this is very good and positive, and it brings lot of possibilities for companies for marketing their products and services. Customer interactions include a wide range of touchpoints, such as mobile, web, interactive voice response, and in-store. The present times demand a pro-active omni-channel approach to customer experience as the present-day customer is frequently switching between them. Cloud-based customer experience management is expected to gain momentum in the upcoming years. This growth can be attributed to a rising number of organizations using cloud deployment models at their contact center to effectively engage customers across different channels such as mobile, email, call center, social media, and chat.Speculating on the menaces associated with finding the right CEM solution, CIO Applications Europe's editorial board has conducted a profound assessment of CEM solution providers in the market and shortlisted the prominent ones. Based on market expertise and business prowess, the result is this edition on CEM solutions and services. Let us know your thoughts on this edition. Joe PhillipManaging Editoreditor@cioapplicationseurope.comJoe PhillipCopyright © 2019 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.Editorial StaffBen Jackson Ezra BenjaminJames SmithCalvin JamesSenior WritersLeah JaneClara MathewRoyce D'SouzaSalesJennifer Stephenjenniferstephen@cioapplicationseurope.com 510.996.5125Graphics & ArtScott JuasyJohn GothamManaging EditorJoe Phillip*Some of the Insights are based on the interviews with respective CIOs and CXOs to our editorial staffContact Us:Phone: 510.996.5125Email:sales@cioapplicationseurope.comeditor@cioapplicationseurope.commarketing@cioapplicationseurope.comOCTOBER 03, 2019, Vol 03 - Issue 31 (ISSN 2644-2531)Published by ValleyMedia, Inc.To subscribe to CIO Applications EuropeVisit www.cioapplicationseurope.com This special edition on SAP is an initiative of cioapplications europe The selections for this SAP is made by an independent body, and SAP has no involvement in this initiative nor any partnership with cioapplications europe
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