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.
It is fast becoming entirely integral to the modern operating business model.
Since partnering with Qualtrics in 2016, we have with our clients, developed unique subject matter expertise and incorporated the principles of experience management into all parts of the business model.
The technology provides a capability for you to interact, engage, derive insights and drive behaviour anywhere in the customer journey and across your internal operations and functions. We have built on our IMPROVE approach (our highly rated methodology) so that we can, together with your teams, connect the concepts to tangible value and to design associated solutions.