Experience Management

Customer Engagement and Experience Management

Customer Engagement

Connect with your customers on any channel

  • Support – tracking customer requests
  • Guide – customer self-service
  • Chat – live chat and messaging
  • Talk – call centre integration

Experience Management

  • Employee Experience
  • Brand Experience
  • Product Experience
  • Customer Experience

Today’s customers demand powerful and flexible engagement products which can scale rapidly to handle volume and complexity increases.

 

Recognising this, customer care functions should be set up to address queries in the most efficient manner. Enabling self-service through well-structured and maintained knowledge base functions will satisfy large percentages of customer needs, but more complex queries may require chat, email or call centre services. Tracking customer requests efficiently is a core element of best practice customer care.

 

Capturing data from the experiences of people interacting with a company is also vital, both in analysing performance and deciding on actions required to deliver Business Improvement.

 

Companies have realised the competitive advantage of experiences, and are increasingly collecting eXperience Data – which emanates from customers, employees, suppliers, partners, and other stakeholders – to complement the Operational Data they already have.

 

Experience Management (XM) encompasses Customer Experience (CX), Employee Experience (EX), Brand Experience (BX), Product Experience (PX), with all of these interrelated. Some companies also look at Process, Supplier and Partner Experiences.

 

XM allows companies to understand experiences and implement change, as well as improvement, in order to exceed stakeholders’ expectations; increase satisfaction, loyalty and advocacy; and ultimately grow the business.

Our Customers 

 

At Capventis, we have successfully delivered an experience management solutions with the Qualtrics XM platform suite from implementation services to audit service to fully managed professional suite to over 40 customers.

 
London School of Business
Michelin
Mitie
O3B
 

Technology Partners

Learn more about our technology partners

Get In Touch