customer experience management
Get answers to the questions that matter most. Deliver exceptional experiences, meet your customer's expectations, and increase retention.
Connect your business to the customer experience data that matters most
Data doesn’t have to overcomplicate life for you, your staff, or your customers. boostCX turns volumes of customer experience data into actionable insights tailor-made for anyone on your team.
Get a holistic view of the customer experience
In order to gain a deeper understanding of your customer needs you have to capture their experiences across several channels, from surveys and social reviews to chat logs and SMS messages. boostCX helps you capture this data, make sense of it, and then take action to ensure you customers are happy at every step of their journey.
Collect and connect customer experience data
Data from every customer touchpoint gives you a comprehensive view of their journey and how they interact with your business.
Build custom surveys for detailed customer feedback
Aggregate feedback data from different sources to analyze customer sentiment
Measure and benchmark against historical key performance indicators (KPIs) to understand progress
Generate data-driven insights and actionable reports
Easy to interpret data means you can focus your time on where to make corrections, instead of wasting time trying to understand it.
Configure alert notifications to ensure quick issue resolution
Customize dashboards to reveal the most critical data you need to keep customers happy
Build, schedule, and customize reports to make continuous data-driven improvements
Continuously optimize customer journeys
Identify points of friction and fix them fast with a complete view of the omnichannel customer experience.
Compare benchmark performance with competitors at a local, regional, and/or national level
Generate scorecards to identify gaps and make immediate improvements
Understand Your CX Maturity Level
How mature is your customer experience strategy? Find out with a FREE, personalized CX Health Check.
The boostCX Health Check can help you understand where you're at, and where you need to be. Complete the assessment to:
Evaluate your current customer experience operations
Get personalized, tactical advice on areas of improvement
Receive a CX Maturity Model score
Scale your CX operations for success
CXM Solutions for every industry
We're helping businesses across multiple sectors keep customers satisfied. See how our industry solutions can help you transform how you create lasting customer experiences.
Frequently Asked QUestions
You have questions. We have answers.
Some commonly asked questions about customer experience management with boostCX.
CXM platforms enhance customer satisfaction by providing businesses with real-time data and analytics on customer interactions. This allows companies to personalize their marketing, sales, and support efforts, ensuring that customers receive timely, relevant, and tailored experiences. By addressing customer needs more effectively and quickly, businesses can build stronger relationships, increase loyalty, and reduce churn rates.
When selecting a CXM platform, businesses should look for features such as:
- Omnichannel support: The ability to manage customer interactions across various channels (social media, email, phone, etc.).
- Personalization tools: Capabilities to tailor content and offers based on customer preferences.
- Analytics and reporting: Robust reporting tools to track customer behavior and trends.
- Automation: Workflow automation for marketing, sales, and support processes.
- Customer feedback integration: Tools to gather and analyze customer feedback for continuous improvement.
These features help companies create a cohesive and responsive customer experience strategy.
A Customer Experience Management (CXM) platform is a set of integrated tools designed to help businesses manage and improve customer interactions across multiple touchpoints, such as websites, social media, email, and physical stores. These platforms collect data from various channels, providing insights into customer behavior, preferences, and feedback to enhance the overall customer journey.
Different Types of AI in Customer Experience Management
Artificial intelligence (AI) is revolutionizing customer experience management (CXM) and offers powerful business tools to enhance customer interactions and drive customer satisfaction. Among the different types of AI in customer experience management, there are two basic varieties — conversational AI and generative AI. Each technology offers different capabilities that can be employed to create more personalized, efficient, and engaging customer experiences. boostCX is a customer experience management provider that empowers businesses to harness the power of these AI advancements to elevate your customer experience.
Conversational AI vs. Generative AI
While both conversational and generative AI enhance customer experiences, they have distinct functions. Conversational AI focuses on human-like conversations, understanding and responding to natural language for automated interactions like answering questions and gathering feedback. Generative AI excels at creating new content, such as personalized product recommendations or marketing materials. It is important for businesses to understand these differences to better leverage AI to improve the customer experience.
What is Conversational AI?
Conversational AI focuses on enabling machines to engage in human-like conversations, understanding and responding to natural language in a way that simulates human interaction. It powers technologies like chatbots and virtual assistants, allowing businesses to automate customer interactions, provide instant support, and gather valuable feedback. A key benefit of conversational AI is its ability to provide 24/7 availability, ensuring customers receive timely assistance regardless of the time of day or staff availability. This enhances customer satisfaction by providing immediate support and reducing wait times.
Examples of Conversational AI
- AI-powered chatbots on websites and messaging platforms.
- Virtual assistants like Siri and Alexa.
- Voice assistants in call centers.
What is Generative AI?
Generative AI focuses on creating new content, such as text, images, or code. In customer experience management, it can be used to generate personalized product recommendations, create targeted marketing materials, or even develop customized solutions for complex customer issues. The primary benefit of generative AI in customer experience management lies in its ability to personalize the customer experience at any scale. By analyzing customer data and preferences, generative AI can create tailored content, offers, and recommendations that resonate with individual customers, creating a sense of value and increasing engagement.
Examples of Generative AI
- AI-powered product recommendation engines.
- Automated content creation for marketing campaigns and website content.
- Personalized email responses.
Benefits of AI in Customer Experience Management
AI is rapidly transforming the landscape of customer experience management, providing a multitude of benefits for businesses that hope to enhance customer interactions and drive satisfaction. From personalized recommendations to automated support, AI empowers companies to create efficient, engaging, and personalized customer experiences that foster loyalty and improve profits. By employing AI-powered solutions, businesses can gain a competitive edge and build stronger customer relationships.
- Improved Customer Satisfaction — AI helps create positive and seamless customer experiences that foster satisfaction and loyalty.
- Increased Efficiency — AI automates tasks and streamlines workflows, leading to greater efficiency in customer service and support.
- Reduced Costs — AI reduces operational costs by automating tasks, optimizing resources, and reducing errors.
- Enhanced Personalization — AI enables personalized customer interactions, tailoring recommendations and offers to customer purchase histories and preferences.
- Data-Driven Insights — AI provides valuable data and insights into customer behavior, enabling data-driven decision-making for improved customer experience strategies.
READ MORE: How To Integrate AI in Customer Experience Management
By understanding the different types of AI and their applications in customer experience management, businesses can leverage technology to create exceptional customer experiences that drive loyalty and business growth.
Contact boostCX today to learn how our solutions can help you harness the power of AI and update your customer experience management strategies!
What Are the Top AI Trends in Customer Experience Management?
Artificial intelligence (AI) is changing how businesses interact with their customers and how customers interact with your business. From personalized recommendations to automated support, AI has changed the customer experience. It is important to understand the top AI trends in customer experience management (CXM) to be able to stay ahead of the curve and deliver exceptional service at every touchpoint. boostCX gives businesses the ability to understand and leverage these advancements with the tools and insight you need to create AI-driven customer experiences.
Contact boostCX to Schedule a Demo!
Top 5 AI Trends in Customer Experience Management
The future of Customer Experience Management (CEM) is intelligent, automated, and hyper-personalized. The use of AI in customer experience management is transforming how businesses engage their customers and by automating tasks, personalizing interactions, and providing proactive support, AI empowers businesses to create exceptional customer experiences that drive growth.
Here are a few key AI trends shaping the industry:
1. Advanced Automation of Customer-Experience Processes
AI is automating many aspects of the customer experience — such as responding to inquiries, resolving issues, and providing support. This frees up human agents to focus on more complex customer issues and allows for 24/7 availability to make sure customers receive timely assistance regardless of when they need help.
2. Real-Time and Hyper-Personalization
AI enables businesses to deliver personalized experiences in real time. By analyzing customer data and behavior, AI algorithms can tailor recommendations, offers, and content to individual preferences, creating a more engaging and relevant customer journey that will help drive revenue.
3. Updated AI Self-Service Options
AI-powered self-service options, such as interactive voice response (IVR) systems and chatbots, are becoming increasingly sophisticated to allow customers to navigate phone menus via voice and much more. These tools can understand natural language, provide personalized assistance, and resolve simple issues without human intervention. This empowers customers to find solutions faster.
4. Customer Sentiment Analysis
AI algorithms can analyze customer feedback based on the language in reviews, surveys, and social media posts, to better understand customer sentiment. This helps businesses to identify how their customers feel about their products or services and determine areas where they excel and where they need to improve, enabling you to make data-driven decisions.
5. The Importance of a Human Element
While AI plays a crucial role in the future of customer experience management, the human element will always be essential. AI tools should complement, not replace, human interaction and employ algorithms that possess an AI-human balance. Businesses need to find the perfect combination of automation and personalization, ensuring that customers still have access to human support when needed.
READ MORE: How To Integrate AI into Customer Experience Management
AI is transforming the customer experience landscape, offering businesses powerful tools to enhance customer interactions and drive satisfaction. Knowing that — it is important to understand the top AI trends in customer experience management and leverage AI-powered solutions to create personalized, efficient, and engaging customer experiences.
Contact boostCX today to learn how our solutions can help you transform your customer experience management strategies!