What do you think will be the biggest 2011 trend in Customer Experience Management for brands?

Question

40 votes

Answer 1

Integration of social media to sell and service customers

35% / 14 votes

Answer 2

There will be a rising need for companies to create CEM positions

5% / 2 votes

Answer 3

Advanced customer analytics will drive business decisions

20% / 8 votes

Answer 4

Greater emphasis on responding to individual consumers online

8% / 3 votes

Answer 5

Blending of multiple touch points (e.g., mobile, in-person, online)

33% / 13 votes

Adobe