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By 2020, customer experience will overtake price and product as the key brand differentiator ~ Gartner

What is Customer Experience Management (CXM)

Customer experience management (CXM) is the practice of designing and reacting to customer interactions to meet or exceed customer expectations and, thus, increase customer satisfaction, loyalty and advocacy.

It is a strategy that requires a mind shift, process changes and many technologies to accomplish.

how it works ?

An Integrated CXM Framework

A RANGE OF SERVICES

CXM strategy
Ensuring that your organisation is aligned and focussed on the customer
Customer Experience Research & Analytics
Ensuring that you translate measures into actionable insights
Customer Journey Mapping (CJM) and Workshops
Ensuring that you understand your customer journey at every touch point
Voice of Customer (VoC) Program
Ensuring that you understand your customers and their needs
Voice of Staff (VoS) Program
Ensuring that you understand your employees and their engagement levels
CXM Training
Ensuring that your leadership, customer custodians and employees are up to date with best practice principles

More about Customer Experience Management (CXM)

Good customer service doesn’t just happen and neither does great customer experience. A proper strategy needs to be put into place to guide businesses and make this a focus area. Knowing who your customers are, what they need and expect should be managed in a clear and consistent way.

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