Customer Experience Platforms: Mapping and Measuring the End-to-End Customer Journey

Are we seeing the "forest" for the "trees" when it comes to our customer experience? How can technology help us zoom out to properly orchestrate our customer's journey?

- 11:00 AM

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In today’s competitive market, delivering exceptional customer experiences is crucial for retaining and growing your customer base. Customer Experience Platforms (CXPs) provide a comprehensive suite of tools designed to optimize every touchpoint in the customer journey. According to a recent study, 79% of consumers expect a seamless experience across all channels, yet only 45% believe they are receiving it. CXPs address this gap by integrating various customer interaction channels—such as social media, email, chat, and voice—into a unified platform, ensuring consistent and personalized interactions. CXPs also leverage advanced analytics and artificial intelligence to gain deeper insights into customer behavior, preferences, and feedback. This allows businesses to proactively address customer needs, tailor personalized strategies at scale, and enhance product offerings. Moreover, with the ability to automate routine tasks and provide real-time support, CXPs free up your team to focus on more complex and value-driven interactions. By streamlining customer support and providing valuable insights, CXPs ensure that your customers feel heard, valued, and satisfied at every stage of their journey. Incorporating a Customer Experience Platform into your business strategy could improve operational efficiency and build stronger, more loyal customer relationships.

How could this tool help your organization? How would it integrate with the tools you're currently using? What do you need to prepare your organization to leverage these tools successfully? What are some of the concerns about these tools? We'll discuss all of these and many more facets of this horizonal topic.

Join us to hear and learn from the experiences of others and share the experiences and thoughts you have on the topic. Starting with a brief primer on Customer Experience Platforms, we will engage in discussion to create actionable steps we can take back to our own organizations to get one step closer to our unique goals.

Who Should Attend?: Participation in this Special Interest Group is encouraged for any contact center practitioners within our member organizations who are comfortable wading through the ambiguity of "what could be" to have the best chance of being prepared for it. All participants are required to register. To learn more about this SIG please contact Matthew Cone.

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Additional Information

Location: Zoom
Contact: Events Team,