CEM Edition | 3
The new style of
More than ever, the customer
experience determines your destiny,
and today's "digital natives" demand
any-time anywhere access to
information. Fueled by mobility,
each consumer also wants that
experience to be simple and speedy.
As a user, I am used to moving seamlessly
through mobile apps that help me with
preferences, and manage many events: my
travel, meetings, ﬁnances, entertainment
and so many other activities. But how
does an enterprise with so many client
touch points listen, engage and view each
The "New Style of Customer Engagement
Management" provides solutions so the
enterprise can work with existing and
prospective clients across mobile and
In the last edition of the BPO Edge: CEM
brought to you by HP Enterprise
Services, we talked about how customer
relationship management needed to
evolve to serve the needs of the 21st
century consumer and how important it
was to fully listen to them. In this new
edition we go further and begin deﬁning
a new style of customer engagement
management (CEM). How is it diﬀerent?
• It provides next-generation
services and solutions to create
a Connected Enterprise
• Seamless connections are enabled for
all customer touch points to produce a
360º view of the customer.
• A social strategy is tied closely to
business goals through the metrics
that matter most.
• Customer data is turned into
actionable information over a full
• Cloud technology is utilized to
rapidly and cost-eﬀectively make
HP is leading the way to this new style
of customer engagement management.
Read on to learn more.
Worldwide BPS, HP