Customer Experience (CX) Platform


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Table of Contents

What is Customer Experience (CX)?

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.

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What is a Customer Experience (CX) Platform?

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.

How to Choose a Customer Experience (CX) Platform?

Key Considerations

In order to select a CX platform that fits your needs, consider the following questions: 

  • Why do you require a CX software? 

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.

  • What kind of software will integrate seamlessly with your existing systems? 

You must consider the compatibility of the customer experience platform with the current technology and systems being used by your organization. 

  • What is the reputation of the CX platform provider? 

Before settling on a CX software provider, it is important to consider their client reviews and their service reputation.

  • What kind of surveys would you use? 

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. 

  • How easy/difficult is it install new software updates? 

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. 

Key Features

In order to pick the best customer experience management system for your organization, ensure that the platform you choose provides the following key features: 

  • Omnichannel Support: In today’s day, customers interact with brands through a range of different channels; digital and non-digital. It is important to select a CX platform that has omnichannel support so that customers can communicate with your brand through their preferred channels. 
  • Key Driver Analysis: This feature can be used to identify the relationships between metrics and their key drivers (influences), providing insights into which areas require the most focus. 
  • Text Analytics: The text analytics feature can be used to translate large volumes of unstructured text into quantitative data. This is a very useful feature to extract insights from customer feedback in a quick and efficient way.

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Benefits of using a Customer Experience (CX) Platform?

These are a few benefits of using a customer experience (CX) platform:

  • Proactive Service: CX platforms help automate many customer-brand communications. Automation through the use of chatbots, for instance, introduces proactive service that customers are likely to appreciate.
  • Delivers Actionable Insights: CX platforms are able to gather and present data in a way that makes it easy to identify any existing patterns or trends. 
  • Increased Efficiency: CX platforms automate many tasks that otherwise would have to be completed manually. This significantly increases the firm’s efficiency while completing these tasks.

FAQs on 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;

  • Omnichannel support
  • Key driver analysis
  • Text analysis

Some benefits of using a customer experience platform are;

  • Increased efficiency 
  • Proactive service
  • Delivers actionable insights
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