Customer Experience Management (CXM)
CXM technology provides a centralised platform to manage and optimise your customers’ experience across different touch points. These tools use social listening to build upon other customer data sources (such as email, surveys and website chat) by adding insights and sentiment data from online sources that aren’t considered traditional customer feedback channels. By doing this, they provide a fuller picture of the customer journey which you can analyse to find ways to improve customer satisfaction and loyalty.
In 2025, there is greater emphasis on personalisation, emotional detection and agentic journey analysis, where the tool flags key drop-off points in customer experience.
Omnichannel management: Coordinate customer interactions across different channels - website, mobile app, social media and in-store - to create a more connected and personalised experience with your brand.
Customer feedback management: Collect, analyse and respond to all customer feedback - whether from surveys, reviews or social media - in one place so that you can track customer sentiment, identify trends and improve the customer experience more easily.
Experience design: Use customer insights and journey mapping tools to design better customer experiences across all channels and touchpoints and encourage loyalty to your brand.
Performance measurement: Track key customer experience metrics, such as net promoter score (NPS), customer satisfaction (CSAT), and customer effort score (CES) to work out how effective your CX initiatives are and demonstrate the business impact of investing in customer experience.
Employee engagement: Give your employees the tools and insights they need to offer amazing customer experiences and encourage a customer-centric culture. This is good for your customers and improves employee satisfaction which is good for business.