To have a real impact on consumer experience businesses rely on high-quality data that they can receive, analyse, and act upon quickly.
The experience management goal for any organisation is to understand the sentiment of customers, employees, and other stakeholders in the business to discover areas of improvement.
Customers are becoming more demanding, as have employees. Shorter product cycles need to be updated and improved at a faster pace.
Experience management provides the means for an organisation to learn, propagate insights, and adapt more rapidly continuously.
An effective experience management system should deliver insights with full access to analytics, reporting options and integration with your existing systems.
As customers continue to expect more personalised experiences, it’s more important than ever to know your customer. Customer data is often widely available, but sometimes there is so much data it is a challenge to know where to begin.
Your business depends on Operational Data (O-data) such as costs, accounting, and sales — to inform your business decisions. However, O-data only tells you what has happened — it doesn’t give you the reasons why it happened.
To understand why things happen, you need to understand the sentiments and passions of the people involved. That information is called eXperience Data (X-data).
Unless you are collecting information from all aspects of your business, you will only be able to tell half the story. This illustration demonstrates how data should be collected arcoss all customer touchpoints, thereby enabling your business to fully understand your customer requirements.
Talk to us today to learn how Capventis are working with some of the world’s biggest brands to help them understand performance across the entire customer journey using the Qualtrics XM platform.