Digital Customer Experience
Management Platforms & Tools
Customer Experience Management (CXM)
“Customer experience management (CXM) is the management of customer interactions through each physical and digital touchpoint in order to deliver personalized experiences that drive brand loyalty and increase revenue”, according to David Clarke, global chief experience officer at PwC.
“Focusing on customer experience management (CXM) may be the single most important investment a brand can make in today’s competitive business climate”, according to a Forbes magazine article of 2018 titled “Customer Experience is the New Brand’.
Our suite of CXM tools are designed to assist you to develop and implement your CXM strategy to ultimately increase customer satisfaction and drive brand loyalty.
All-In-One User Feedback Platform
Mopinion has a client base of over 200 companies in 30 countries that includes many of Europe’s global and well-known companies (Click here). These organizations choose Mopinion for many reasons:.
- They want more than just a feedback collection or survey tool.
- They want to make sense of feedback data with the most innovative and flexible feedback analysis software on the market.
- The analytics Mopinion provides allows them to measure performance.
- It gives them insights into how their customers experience their digital channels and.
- It provides collaborative action management tools at their fingertips to make improvements.
Benefits
Reduce Customer Churn
Interact with customers in real-time and use the feedback to enhance the user experience (UX) so you don’t have to wait until they post their complaints on social media.
Reduce Cost of Service and Marketing
Obtain the right metrics (NPS®*, CES, GCR and CSAT) and powerful text and sentiment analytics at your fingertips, which will help you to be more proactive and potentially anticipate the needs of the customer.
Improve Customer Engagement
Facilitate the strengthening of your brand by taking an omnichannel approach to customer engagement.
Increase Team Collaboration
Capture feedback in-the-moment, receive alerts internally, assign tasks to team members and communicate from within the platform to facilitate the speedy closing of the feedback loop and eliminate the need for managing multiple emails on each issue.
Automate the Generation of Analytical Reports
All data is visualised and analysed through a self-service dashboard builder. All charts are interactive and dynamically generated.
Extend the Power of Your CXM Program
Integrate with your other applications such as Google Analytics, Chat and Messaging Tools and CRMs such as Salesforce to post feedback directly to the in-bound lead section and the support and ticketing of issues of existing customers.
* Net Promoter, Net Promoter Score and NPS are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc. and Fred Reichheld.
CX Maturity Assessment Tool
The Customer Experience Management (CXM) maturity model enables organizations to assess their actual performance along various dimensions and to identify the maturity of their customer experience management programme. It also measures how well their business is positioned to deliver a superior customer experience, and by doing so achieve a degree of extra differentiation in the minds of their customers.
Customer Journey Mapping Tool
Part of a strong CXM strategy includes customer journey mapping. Customer Journey Mapping helps organizations to:
- Document and better understand what the customers are experiencing at each touchpoint.
- Bridge the gaps between sales, marketing and operations.
- Build an emotional connection with customers and.
- Predict brand success and customer behaviour.
Ask about our Customer Journey Mapping tool to help you to collaboratively create and update your maps in teams.