Research conducted by CX Network's A buyer's guide to smart customer experience investments has revealed that customer experience management (CEM) platforms are the investment vertical attracting the most attention from the respondents.
The research also found that the industries with the strongest CEM platform investment appetite were financial services, telecoms and public administration, education and healthcare.
CEM platforms support brands with organizing interactions with entire customer bases and mapping buyer journeys.
By centralizing information, these platforms provide the visibility to customize services to individual customer needs. They also minimize miscommunications by creating a single source of truth as well as eliminating tech and data silos that can complicate internal coordination.
This visibility on the end-to-end buying and selling process generates credible insights for business decisions and lays the foundation for automated workflows that can deliver personalized experiences at scale.
Julian Neo, managing director of DHL Express Manila and Brunei, says: “We have learnt that automation can be leveraged for mundane tasks and what this does is free up valuable time for our employees to do more meaningful work like connecting with the customers.”
Buying criteria checklist for CEM platforms
- Rich account management tools: To enhance your business’s end-to-end synchronization, ensure your CEM platform can house extensive fields for client account information such as purchase history, permission requirements and social interactions locations.
- Connect experiential and operational data: This integration in CEM platforms can reveal which engagement tactics drive an uplift in purchase sizes or positive customer sentiments. A finding like this can optimize service recovery and sales approaches, as well as merchandizing strategies