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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.
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.
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