Customer Experience (CX) Platforms

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A customer experience platform is a technology solution that allows businesses to measure, manage and improve the digital customer experience, by collecting information about each customer’s interactions with the company, analyzing it, interpreting outcomes and using that data to inform responses. Digital customer experience software platforms are available as cloud-based and on-premise, with each one having their pros and cons.

Often compared with customer relationship management (CRM) software, a digital customer experience (CX) software is a level-up in its ability to leverage customer insights for recommending actionable improvements in the digital customer journey – either at an individual or organizational level.

On an individual level, a digital CX software can guide CX transformation through tracking individual customer behavior online, and by raising red flags in a customer journey, wherever possible, leveraging predictive analytics to suggest personalized digital experience solutions for customer retention.   

On an organizational level, CX software studies customer journeys to track patterns and identify larger problem areas or loopholes within the organization that may be affecting the overall digital customer experience journey, allowing CX professionals to plan and execute internal procedural transformations for better customer experience.

Source: Toolbox

Typical features of a customer experience platform:

  • Analytics dashboard to display multichannel customer data to identify patterns and track metrics.
  • Feedback management to collect and analyze feedback received from customers.
  • Sentiment analysis to categorize emotions or net promoter score (NPS) to measure customer loyalty.
  • Predictive analytics of customer behavior and trends based on historical data integrated into the platform.
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