Within Nuon the Online Capability team is using CEM as a way of thinking to optimize service to customers. That did not require a Customer Experience Manager. Just a simple pragmatic vision on CEM that has led to good results. Do you want the short version of the CEM Vision and spend a lot of time on the implementation tips? Aspects covered during this workshop case are the way of working, taking decisions, new expectations of our employees, pitfalls we ran into, etc. Giving pragmatic insights that can be applied today in your own line of business.
Manager Online Capability