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The customer experience (CX) refers to the overall perception customers have of a brand based on their cumulative experience with the organization across all touchpoints within their customer journey.
Conducting exploratory research seems tricky but an effective guide can help.
A customer experience platform (sometimes referred to as a customer experience management system) is a type of software that is used by organizations to manage all customer-brand interactions. This technology is used at all touchpoints that are customer-facing.
CX platforms help organizations enhance interactions by automating, organizing, and synchronising them so as to address and respond to customer concerns in a quick and effective way.
In order to select a CX platform that fits your needs, consider the following questions:
It is important to have a clear idea of the end goal you would like to achieve with the help of your CX platform as this will influence which kind of CX platform will be best suited to your needs; the capabilities of the platform you choose must meet your requirements of it.
You must consider the compatibility of the customer experience platform with the current technology and systems being used by your organization.
Before settling on a CX software provider, it is important to consider their client reviews and their service reputation.
Another factor to consider before selecting a CX platform is the kind of surveys and rating scales that you would want to deploy to your customers.
CX platforms, like any other kind of software, will also receive software updates. It is important to consider how difficult it is to install a new update on the CX platform you decide to use.
In order to pick the best customer experience management system for your organization, ensure that the platform you choose provides the following key features:
These are a few benefits of using a customer experience (CX) platform:
Customer experience, or CX, refers to customers’ perceptions of a brand based on their interactions with the organization throughout their customer journey.
A customer experience platform is a type of technology that is used by organizations to automate, organize, and synchronise customer-brand interactions so that customer concerns can be addressed effectively.
Some key features to look for in a customer experience platform are;
Some benefits of using a customer experience platform are;
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