What is a CX Software?

CX is a term used for customer experience. CX software and contact center solutions are becoming more and more popular with companies, both large and small, who want to focus on creating a unique customer experience, from sales to service and everything in between.

With the market growing increasingly competitive, the importance of customer experience has increased for businesses now more than ever. It is not just about the qualities of customer service and the features of the product or service you provide as a brand; it is also about how you make your customers feel.

According to a survey by Gartner, 89% of companies consider customer service the new competitive battlefield.

The moment a potential customer hears about your brand marks the start of their customer journey. The way you reach your customers through marketing is the first touchpoint in customer experience. The customer interactions that follow from there to sales and from sales to a good customer service interaction all add up to create customer experiences. UI, UX, and CX all factor into customers' overall experience with your company.

To set yourself apart from other businesses and gain a competitive edge over them, you need to create an exceptional customer experience. And for that to happen, you need to have a system in place for customer experience management and a solid customer experience strategy customer experience strategy in place across your teams. 

Customer feedback is an essential element you will need to manage customer experience. Only through customer insights can you learn which strategies are working in your favor and which are turning your customers away or could potentially do so.

The real question is, how can you receive customer feedback? One example of this aspect of customer experience is to prepare polls, surveys, and interviews for your customers and request them to give feedback directly. Still, there are practical limitations to that kind of feedback.

You cannot develop a poll for the customer experience at each touchpoint along their journey. Luckily, direct feedback is not the only way to get customer insights.

Things like your website traffic and the click-through rate of your emails also serve as indicators of customer experience, among other things. Lucky for us, we now have tools that can track the customer journey from the beginning to the end and give us the insights we need to improve customer experience. A CX Software is one such tool. It sure is an investment, but in a world where only a fraction of potential customers trusts advertising, significant investments should be made to improve the overall experience.

Digital customer experience software or CX software is a platform that customer-experience-focused enterprises use. Enterprise businesses use the AI-powered capabilities of this tool to leverage customer insights for business growth. The software uses relevant digital content to suggest actions that lead firms to perform better by creating a better customer experience. The tool provides real-time data in email alerts, allowing the relevant personnel to take action in minutes.

For CX software to work efficiently, businesses need to ensure that it gets enough content. The more relevant digital content the CX software has access to, the better it will be able to paint the picture of the customer journey, and the more helpful and reliable solutions will be provided by it. To give CX Software better access to content, it is given access to other enterprise software systems.

These systems range from marketing tools, analytical tools, agile management tools, sales force automation, and content management software to CRM and advanced cloud contact centers. Integrating all these systems through a virtual cloud to CX software results in forming a robust enterprise toolkit that can provide valuable insights about customer experience on an individual and organizational level.

One example of a customer experience platform is Adobe Experience Manager, a part of Adobe Marketing Cloud. The tool's advanced capabilities allow you to build successful marketing campaigns but also help you improve customer experience through features like A/B testing. The excellent part about Adobe Experience Manager is that it is not just for enterprise clients but can be used by a business of any size.

Given that CX services can deliver a three-year return on investment of up to 253 percent, it is the most valuable investment you can make for your business. However, before you jump right into that decision, it is crucial to understand your business's needs and the goals you want to achieve. Only then can you choose the right CX Platform for your business.

We know that a CX Platform is a collection of different tools that enable a company to grow its business primarily by focusing on providing a better customer experience. As long as you make the right choice regarding the CX capabilities you need for your company and the goals that you want the CX to help you achieve; you are on the right track for exponential growth in your business.

According to the Total Economic Impact study conducted by Forrester Consulting, Qualtrics CustomerXM has a 633% ROI. Another great CX Platform provider is Khoros, a leader in the IDC marketplace. 

The amount of difference a good CX platform can make for your business is incredible. The important thing is to make sure that you are investing in the right place. Once you know your business goals and needs, the next step is to shortlist several options that can help you achieve them.

You can then go through the capabilities of each of those options and compare them to see which provides the best value for your money and which is most in line with your goals.