Customer Experience (CX)

Customer Experience, often called CX, shapes and defines the interactions between businesses and their clientele. As businesses increasingly recognize the significance of customer satisfaction, CX is becoming a popular strategic approach to holistically managing every facet of the customer journey.

CX software solutions typically constitute a variety of different tools, depending on each business's unique requirements. These tools may either be provided by one vendor, or they can be sourced from multiple vendors, with integrations between each tool or module enabling the seamless transfer of data from one department or team, to another.

Key CX tools and components

Customer Data Platforms (CDPs) - CDPs help companies collect and unify customer data from various internal and external sources into one centralized database of customer profiles. This data can be integrated with other customer-centric business software systems and marketing tools to simplify customer data management, create efficient, data-driven marketing campaigns, and deliver personalized customer experiences that drive revenue and customer loyalty.

Customer Intelligence software - Customer Intelligence tools gather and analyze customer data to provide companies with insight into customer patterns, behaviors, and trends. Customer intelligence data can be collected from internal and external sources such as customer service, purchase history, social media interactions, and customer surveys. Using customer intelligence tools helps companies personalize customer journeys, predict customer trends, and drive more revenue by increasing customer retention and decreasing churn.

Customer Feedback Management software - Customer Feedback Management (CFM) software provides companies with centralized tools for gathering, analyzing, and implementing customer feedback and insights across websites, email, apps, and other digital channels. CFM systems help personalize customer experiences, ensure customer feedback is shared and utilized across departments and systems, and guide product innovations that drive customer loyalty.

Conversation Intelligence (CI) software - Conversation intelligence tools can be adopted alongside chatbots and virtual assistants, to help customers resolve common queries. Additionally, CI tools provide contextual insight by analyzing sentiment within customer interactions, in order to reveal trends and forecasts that decision-making teams can use to improve customer experience as well as enhance product development strategies.

Digital Experience Management (DXM) - DXM Platforms provide customer journey mapping tools, conversation analytics, and other features to help companies optimize customer experiences on digital channels such as websites, mobile apps, chat, and social media. DXM focuses on improving and personalizing both front-end and back-end processes to ensure a consistent, frictionless digital customer experience that enhances customer satisfaction and drives revenue.

Unified Communication as a Service (UCaaS) - UCaaS is a cloud-based system that centralizes business communication tools like voice, video, and chat into one platform. UCaaS provides streamlined communication tools and workflows that improve business communication and increase productivity and efficiency. UCaaS systems are easily accessible on laptops, tablets, and mobile phones with an internet connection.

Contact center software - Contact center software, together with core call administration capabilities, deliver intelligent inquiry routing and targeted skill management of service personnel who interact with customers on a daily basis. Through comprehensive engagement data analyses, businesses can identify pain points and streamline operations, ultimately elevating CX and improving overall business performance.

CRM software - CRM tools provide a centralized console for all team members to rely on, when it comes to interacting with customers. Businesses can further tailor their CRM and contact management systems to meet individual preferences by leveraging data analytics and feedback mechanisms, to foster lasting relationships and customer loyalty.

Helpdesk software - Focusing mainly on support ticket management, helpdesk solutions also contribute to overall CX for the average organization through capabilities such as intelligent ticket routing and end-to-end ticket lifecycle management.

VoIP software - Although VoIP and softphone tools are usually provided by leading contact center vendors by default, preferred VoIP solutions can still be integrated to enable Unified Communications (UC). In turn, this enables CX that's based on an omnichannel approach, while also being imbued with a human touch to create a consistent and satisfactory experience.