What is a Customer Experience Platform?
Customer experience (CX) is the perception customers have of a business based on all their interactions with that business. It's an important concept because it drives customer behavior, such as purchase decisions.
Customer experience management (CEM) is the process of designing, managing, monitoring and refining all touchpoints within a company so they are consistent with each other and provide customers with an positive experience.
A customer experience platform is the set of processes and systems that enable businesses to manage the customer experience. It’s important to note that a customer experience platform is a collection of tools that enable customer experience managers to methodically fine tune the customer experience. As such, there may be several technical solutions within the customer experience platform.
Customer relationship management (CRM) applications are one example of technology within the customer experience platform. CRM systems play an integral role in the experience customers receive when they interact with a company's contact center. Contact center agents rely on this part of the customer experience platform to know a caller's history with the company and therefore deliver competent and personalized service.
No customer experience platform would be complete without powerful analytics tools. These tools collect and interpret data from all of the company's channels so managers can get a holistic view of what customers experience as they move across channels. Additionally, these analytics tools can house results of customer surveys in order to further enrich the business's knowledge of pain points and successes.
These are just a couple of examples of applications that may be in an organization's customer experience platform. Every business is different and needs to customize the makeup of their own customer experience platform.
How NICE inContact can help
NICE inContact CXone is the market leading call center software in use by thousands of customers of all sizes around the world to help them consistently deliver exceptional customer experiences. We provide tools that are invaluable components of any organization's customer experience platform. CXone is a cloud native, unified suite of applications designed to help a company holistically run its call (or contact) center operations. CXone includes:
Omnichannel Routing – routing and interaction management that empowers agents to positively and productively interact with customers in digital and voice channels. These solutions include an automatic call distributor (ACD), interactive voice response (IVR), interaction channel support and proactive outbound dialer.
Workforce Optimization – unlocks the potential of your team by inspiring employees' self-improvement, amplifying quality management efforts to enhance customer experience and reducing labor waste. These solutions include workforce management (WFM), quality management (QM), recording and performance management (PM).
Analytics – turns insights into results by making data relevant, easy to consume and actionable to drive measurable improvements and understand the omnichannel experience customers receive. These solutions include interaction analytics, customer surveys, reporting and performance management.
CXone also includes pre-defined CRM integrations and UCaaS integrations with most leading solutions on the market. These integrations provide a holistic call center software solution capable of elevating customer experiences for companies of all sizes.