If you’ve read my other blogs from EMC World this week ("To Boldly Go Where No CX Program Has Gone Before" and "Customer Experience Analytics - The Next Generation"), you’ll have seen that EMC’s Total Customer Experience (TCE) team is using a variety of innovative techniques in the world of Customer Experience (CX) to listen to their customers and drive continuous improvement.
I spoke in those blogs about a new "in the moment" feedback mechanism captured via mobile....