As the needs and desires of customers continue shifting, numerous brands are broadening their set of marketing tools to ensure a consistent customer experience (CX) across channels. With this growing investment, there's a simultaneous surge in the popularity of customer experience management (CXM) platforms. These strive to uncover concealed insights about CX, enabling companies to make the most of all the resources dedicated to providing a remarkable experience.
We’re all very much aware that, more often than not, what tips the scales for consumers when choosing between products and brands is the kind of experience they'll receive. While this concept isn’t exactly new, the COVID-19 pandemic brought about significant shifts in consumer behavior when it comes to buying and using goods and services, as well as seeking customer support.
We now live in an unprecedented era where a world of choices is just a click or two away. The conventional points where consumers interact with products and get assistance have already undergone a remarkable transformation. Indeed, more and more companies are realizing that they must take a closer look at and revamp their CX strategies –or risk losing their clientele to the competition.
For companies seeking to master the art of Customer Experience Management (CXM) and deliver world-class experiences, partnering with the right technology provider is paramount.
In this article, we'll guide you through the intricate process of selecting the ideal CXM partner for your needs.
Why you should use the right technology for CXM: Meeting the future head-on.
- Holistic view of the customer journey: Personalization is the cornerstone of modern customer experiences. To achieve this, a CXM partner needs to offer a comprehensive view of your customer's journey —rather than focusing only on a few aspects. For instance, at Conexio, we help our partners implement holistic tech solutions that integrate data from every single touchpoint to craft interactions that resonate on a personal level.
- End-to-end personalization and hyper-personalization: Crafting personalized experiences requires a deep understanding of each customer's preferences and needs. Through CXM solutions such as the Adobe Experience Platform, you can take your customer interactions from generic to hyper-personalized, creating meaningful engagements that stand out.
- Technology and data backbone: Nowadays, technology and data drive remarkable experiences. Thus, your CX strategy should rely on robust data analytics and AI-driven marketing automation to effortlessly scale personalized experiences, leaving a lasting impact with minimal effort.
Implementing the right CXM software solutions can take your brand to unprecedented growth. However, this level of growth can’t be achieved simply by acquiring the solution that best fits your needs —it’s crucial to choose a customer experience management consulting agency that will boost your efforts and allow you to make the most out of your tech. So, we’ve prepared a list of questions you should ask yourself when selecting CXM services.
How to choose the right CXM partners in 6 questions.
When it comes to outsourcing tech projects, choosing the right partner is akin to selecting the perfect constellation to guide your journey. At Conexio, we understand that finding your North Star requires careful consideration.
In this section, we'll delve into six vital questions to ask when searching for your ideal customer experience management consulting partner.
1. How well do they understand your target audiences and your business?
Picture setting sail without a navigation chart or compass. A partner who genuinely comprehends your target audiences and business intricacies becomes your compass in these uncharted waters. Needless to say, it’s important to find out whether your potential collaborator can tailor their services to your specific business needs and goals.
2. Does their company culture match yours?
Partnerships, much like a harmonious melody, flourish when they share the same key. Your partner's cultural harmony with your organization influences how well they understand and align with your values. Finding this out can help you determine whether you’ll be able to have a seamless collaboration through a shared vision and approach with a potential provider.
3. Do they have the resources to provide the level of support you need?
This question delves into the partner's capacity to provide the resources and assistance essential for carrying out an effective implementation of your CXM software. It’s important to ponder about their scalability capabilities: Can they scale up with you and your project? Do they have the necessary in-house resources to support your needs?
4. How much knowledge and expertise does their technical team have?
When it comes to customer experience management, technical finesse is the gravitational force that keeps your strategies on course. This question aims to uncover your potential partner’s technical prowess, which translates to the caliber of strategies they can devise. Their team’s expertise is a guarantee that they have the means to turn challenges into opportunities.
For instance, at Conexio, our experts are educated for success: not only are they Adobe-certified, but they are given the necessary resources to continue developing their knowledge and skills.
5. Do they apply a holistic view of the customer experience?
An effective customer experience management consulting partner should be able to have a holistic view of customer experiences. This question underlines the importance of an encompassing approach that transcends isolated interactions. A partner who comprehends the interconnected nature of experiences ensures your customers’ journeys are smooth, cohesive and aligned.
At Conexio, we've woven a seamless view of CX that transcends touchpoints. Our approach intertwines strategy, data analytics, and customer experience design into a constellation of connected moments. The result? A unified customer journey where each interaction echoes the resonance of your brand.
Read more: Conexio's scientific approach to CXM.
6. How flexible and adaptable are they to your needs?
Adaptability and flexibility should be on the table when it comes to partnering up with solution providers. It's crucial to understand whether they have the capacity to evolve with you. A partner's adaptability ensures that as your needs shift, their strategies adjust, maintaining alignment with your trajectory.
Unlock business growth with CXM partners Conexio
We believe that building trust and transparency are key to successful partnerships. Our team of creative technologists thrives on crafting simple solutions to intricate problems, transforming problems into solutions that drive your business forward. Here’s a few reasons why we’re a great choice for your customer experience management consulting needs:
- Technical expertise: Our team of certified professionals is equipped to deliver top-tier CXM solutions.
- Access to resources: As an Adobe Silver Partner, we have exclusive access to Adobe's resources and support.
- Ongoing support: We're committed to your success even after project completion, providing continuous support.
- Proven success: With over 300 projects completed, our track record speaks for itself.
- Collaborative partnership: We collaborate closely with clients, ensuring alignment and effective communication throughout each project.
While choosing the right customer experience management consulting agency is a journey in and on itself, with Conexio as your partner you're not only selecting a partner, but a strategic ally committed to your success. Your journey to experience-led growth starts here.