Companies that create exceptional customer experiences can set themselves apart from their competitors.
customer experience management

What is eXperience Management (XM)

Leading companies understand that they are in the customer-experience business, and they know that how an organisation delivers for customers is beginning to be as important as what it delivers.

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.

Optimise the customer journey

Best-in-class companies optimise customer journeys, not just touchpoints.

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.

Understanding X-data and O-data

x-and-o data

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).

x-and-o data

Take your experience management to the next level

Integrate your platforms and give greater insights across all areas of your business by breaking down silos.
Trigger Surveys
Trigger Qualtrics surveys directly from your marketing platform
Create Activities
Create activities such as leads, tickets, in your CRM platform
Map Data
Map X-data back into your database for a 360-view of your customer

Integration with Qualtrics connectors

Qualtrics offers out of the box integrations with Salesforce, Tableau, Marketo, Slack, Adobe Analytics, Zendesk, Freshdesk, Hubspot, ServiceNow, Microsoft Dynamics, and Zapier.

Integration with Capventis Glü

For more technical projects, Capventis Glü can build out custom integrations not included above, including the following:

Ensure you are getting all the relevant datasets across your business

O-data tells you what happened. X-data tells you why it’s happening.

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.

CX_lifecycle_X_data O_data

Enable your employees with action-based insights

Drive employee excellence by measuring and optimising every stage of the employee lifecycle.
  • Employee engagement
  • 360 employee feedback
  • Training surveys
  • Exit interviews
  • Pre-hire and on-boarding

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.

How we do it

Experience Management (XM) is a relatively new category which combines the established
world of market research with the world of business improvement and technology.

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.   

The support we received from Capventis was ideal for our situation. The Qualtrics product we purchased was to be used to implement a new analytical discipline in our business. A good grasp of the system would be vital, and the team at Capventis provided the perfect amount of support to get us there.

Internal Comms & Engagement Co-ordinatorHodge Bank

Capventis possess very good expertise and knowledge on all functionalities of the Qualtrics platform – they gave very reactive support and listened to our needs. My trainer quickly understood the problems in our sector and adapted to our requirements successfully.

Customer Data ScientistJanssen

HOW CAN WE HELP?Talk To Us About Your Experience Management Program