The Need for Integrated Customer Experience Management The Next Great Opportunity for Service Providers By: Tim Walters, Ph.D. Highlights 3 The shocking failure of customer experience management 6 The smiling curve for CEM 10 The 10 core competencies for CEM 12 Conclusion: A massive opportunity for service providers Sponsored by2 Integrated Customer Experience Management | Digital Clarity Group, Inc. © 2016 A funny thing happened on the way to the customer experience revolution. For nearly a decade, brands, vendors, and service providers alike have sworn allegiance to the goal of improving customer experiences in order to attract and retain increasingly empowered and fickle consumers. And yet, three major international surveys recently found that consumers are less satisfi

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