In a relatively short period of time, CX (customer experience) has gone from the new-buzzword-on-the-block to a core focus for many brands.

You can understand why: 88% of customers say the experience a company provides is just as important as its products or services.

But what role does technology play in the future of CX and how can you create the right CX strategy for your brand? Let’s dig in.

You'll learn:

1. What is cx?
2. What is cx in technology?
3. What is the best use of cx technology?
4. What is the cx digital strategy for your brand?

Recap: What Is CX?

CX is every interaction between a business and its customers, including how those customers perceive the business at each stage of their journey. Some examples of CX include:

• Navigating a website or mobile app
• The purchase process
• Social media engagement
• Email communication
• Chatbot interaction
• Customer service encounters (online and in-store)

Note that customer service, though it sounds similar, is just a piece of customer experience. CX technology meaning encompasses four main components: brand, product, price, and service.

It’s “everything an organization does to deliver superior experiences, value, and growth for customers.”

How about the differences between CX vs. UX vs. UI? Let’s examine.

While CX refers to the entire experience the buyer has with the brand, UX (user experience) has a narrower definition. UX is specific to how an end-user interacts with a company product, like a website or software. While, UI (user interface) is the point at which human users interact with a computer, website, or application. Think of UI as a subset of UX, and UX as a subset of CX.

So, what is the CX meaning in business? Everything.

“In many cases, you only get one chance to make a good first impression,” says Raquel Ploetz, Vice President of Strategic Solutions at Whereoware. “If you don’t, you will lose that person for life.”

Maybe that’s why 80% of organizations expect to compete mainly based on CX.

What is CX in Technology?

CX technology describes a large swath of tools that help businesses create, deploy, measure, and optimize digital customer experiences.

Both traditional options, like customer relationship management (CRM) platforms and emerging technology, like artificial intelligence and machine learning, play important roles in the CX tech space.

Many CX technology options are grounded in better understanding your customer.

For example, Mouseflow shows you heatmaps for your website, letting you see how users move around—hugely beneficial for understanding their behavior.

Learning who your customers are, what they want, and how they behave is a must.

Ploetz says it’s all about the data. “We want to make sure we’re looking at and understanding the data we have, whether it’s through Google analytics or information from their CRM, and then making sure we’re collecting additional data where there may be gaps. Once we’re able to do that, we can identify the customer’s needs and craft a winning CX strategy.”

Once you’re armed with a full understanding of your users, you can then create a seamless, omnichannel experience that meets customers where they are and provides a consistent and satisfying journey.

What Is the Best Use of CX Technology?

So, you’ve got the data and now you’re ready to invest in CX technology. But where do you start? The options are growing by the day, but many experts say these are among the best CX technology examples:

• Conversational AI and chatbots
• Authentication and identification management
• Cloud-based solutions, content management systems (CMS)
• Digital asset management (DAM) systems
• Customer data management
• Social media management platforms
• Email marketing software
• Marketing automation and journey mapping software
• Predictive analytics, BI Tools
• UX/UI design solutions
• Virtual reality / augmented reality

It’s clear AI and automation will shape much of the second half of this decade and beyond. An estimated 75% of brands say they will be using AI-based selling by 2025, so even if it’s not right for your brand right now, it’s prudent to start preparing for it.

The common denominator for all these technologies, says Ploetz, is the goal:

“We’re always using data to become more personalized in our approaches. But it’s important to be transparent. Part of a good CX is making sure the customer knows what the information is you’re collecting and how it will be used.”

Let's take a look at our favorite part - CX strategy.

What is the CX Digital Strategy for Your Brand?

Crafting a successful CX digital strategy requires a comprehensive approach to shape the foundation of how your brand interacts with customers online, such as:

• Competitive insights and consumer research
• Marketplace data
• Your brand’s mission & vision

In many ways, the specifics of your strategy will depend on your business model, but there’s no denying you need a plan.

Consumers are expecting and demanding more, with 73% of customers calling it a driving force in their purchasing decisions. Highlighting the importance of not only meeting, but exceeding expectations to foster loyalty and drive success.

And remember, just like your business, the journey to refining your CX strategy is ongoing.

We'll Advance Your CX Strategy

As Raquel Plotez puts it, “At Whereoware we are always experimenting and optimizing.” “It’s never set it and forget it.”

With in-house teams spanning design, UX, development, data, and marketing, we can navigate your customers' ever-evolving expectations and market trends with ease.

Partner with an experienced agency like Whereoware to advance your CX strategy and optimize your tech stack to help your teams become more productive and empowered to deliver the best possible customer experience.