The Year Customer Experience Management Comes to SMBs

Medallia, a cloud-based customer experience management platform provider, authored a blog post citing eight major trends businesses should be on the lookout for in 2015. Alongside trends like the digitization of wallets and the Internet of Things connecting us with more sources of feedback, Medallia thinks this is the year small and mid-size businesses will get serious about customer experience management (CEM).

Jasen Lew, Medallia’s Entrepreneur-in-Residence, shares why customer experience management at the SMB level will be a major trend this year. And why it’s more about offense, not defense, and how to understand the impact it can have on top and bottom lines. (This transcript has been edited for publication. To hear audio of the full interview, click on the audio player at the end of this article.)

The Year Customer Experience Management Comes to SMBs