Customer Experience (CX) Solutions

Maybe you already know all the ways you touch your customers (and all the ways your customers touch you when you are aren’t looking!), and maybe you already collect data about each interaction. But do you see what they see, feel what they feel, and understand what these experiences mean to them and the implications those meanings have for you?

Customers may experience your brand in physical retail environments, online stores, mobile apps, SMS, customer support interactions, and more. You may have collected data on these experiences via cameras and sensors, wifi, chatbots or live customer agents, in-app feedback, transactions, interviews, and practically any way data can be captured. But, to be honest, when so many insights professionals are thrilled simply because they can blend survey data with IDIs, are you really able to integrate all these sources and types into a single view that enables true customer empathy?

Customer experience (CX) solution technologies are designed to monitor and enhance the interactions customers have with a business across their entire journey, enabling you to collect the dots, connect the dots, and understand the big picture. Platforms include:

• Feedback & VoC tools to capture and analyze customer feedback
• CX management suites which combine multiple CX functions into a unified system
• Customer data platforms & personalization engines to unify data from multiple sources and create a single customer profile
• Omnichannel engagement & journey orchestration technologies to map and manage the customer journey across channels