Bob Thompson interviews CEM thought leader Lior Arussy about his latest book, Customer Experience Strategy: The Complete Guide from Innovation to Execution. Topics include:
- How does CEM relate to CRM and Social CRM?
- What's the biggest myth about customer experience?
- How should a CEO lead a customer experience strategy?
- What kinds of metrics can help executives measure success?
- What the best way to get started?
Recorded on May 5, 2010.
Note: Lior Arussy also speaks on this topic on this recorded webinar: The Collaborative Customer Experience: Inspiring Loyalty, Driving Profitability.
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