In the US, Customer Experience Management (CEM) specialist TCELab has announced the launch of a next generation CEM platform integrating big-data tool automation and customer loyalty science.
The company - the first part of whose name stands for ‘Total Customer Experience’ - was launched in Boston, MA, and has offices in Seattle and Calgary. Founders Vishal Kumar, Stephen King, and Dr. Bob Hayes have a combined experience of more than 50 years in CEM research, program strategy, tactical and technical implementation, and run sister companies BusinessOverBroadway.com, Stephdokin.com, and Bostonpreneur.com.
TCELab CEO Stephen King likens big data to ‘a macabre clown’. He explains: ‘Most enterprises have LOTS of it, and it can be a great deal of fun! But, big data can also be grim, narcissistic, and a huge waste of time if not approached correctly. Enterprise adoption of better CEM programs has become critical because if you don’t get the data right, you’ll fail. It’s the classic case of garbage in / garbage out.’
Hayes, an author and blogger and the creator of the RAPID customer loyalty framework, says the new solution revolves around customer loyalty, correlating it with the mounds of big data available internally and externally. It then provides top execs with annual, quarterly or monthly reports focused on those operational KPIs seen to impact growth.
Web site: www.tcelab.com