The digital-first era has transformed how businesses and customers connect. The success of any brand is intrinsically linked to its ability to provide exceptional customer experiences.
As customers have migrated to digital platforms for their interactions with businesses, a brand’s customer experience platform has become the central hub for engagement, feedback, and insights. To navigate this landscape successfully, a brand’s customer experience platform must be equipped with sophisticated capabilities and platform features.
Three things to consider when choosing a CXM platform
- Whether the platform can scale with your business as it grows.
- Ensure that the CXM platform can integrate seamlessly with your existing systems and software.
2. Data Analytics and Insights:
- Evaluate the platform’s ability to collect and aggregate customer data from multiple sources. It should capture data across various touchpoints, such as social media, email, chat, and phone calls.
- It should enable you to gain deep insights into customer behaviour, preferences, and sentiment.
- Ensure the platform can provide real-time data and notifications to your team.
3. Customer Engagement and Personalisation:
- Make sure the CXM platform supports a wide range of communication channels, including email, chat, social media, and voice.
- Look for a platform that can segment your customer base and deliver personalised content and recommendations.
A brand’s customer experience platform is the epicentre of customer engagement and satisfaction in the digital-first era. It’s where data, insights, and real-time interactions converge to create memorable and meaningful experiences for customers. Successful CXM implementation involves identifying and addressing these challenges to create a positive and consistent customer experience.
Middle East: Adapting to the regional context is crucial
The Middle East is a diverse region with varying cultures, languages, and customs. CXM platforms must account for these differences and provide a localised and culturally sensitive approach to customer interactions.
”CXM platforms have faced challenges in fully comprehending and accurately interpreting Arabic dialects, while also lacking the integration of multiple products with one platform,” said Muhannad Alshaikh, CCO at Lucidya.
Lucidya is the number one Arabic-focused CXM platform, with a 92% accuracy rate in analysing Arabic content. According to Alshaikh, the company’s CXM comprises a suite of products which include Social Listening (for a 360 view of your market), Lucidya Omnichannel (an integration of multiple online platforms), Lucidya Survey (for direct customer feedback) and Lucidya CDP (for a more unified customer database). Lucidya also has Competitive Analysis dashboards that help keep an eye on competitors and benchmark your performance against them.
Multi-channel monitoring is another fundamental
To help organisations gain a comprehensive understanding of their customers’ experiences and preferences, monitoring capabilities is the necessary breakthrough. It enables brands to provide a consistent and seamless experience across all channels.
The ability to monitor channels comprehensively provides insights into customer behaviours and preferences, serving as the foundation for creating experiences that resonate with the customer. Real-time monitoring has become a hallmark of customer experience excellence.
Challenges of Multichannel Monitoring
Data Integration: Combining and analysing data from various sources can be complex, as the data might be in different formats and structures.
Real-time Monitoring: Ensuring real-time monitoring and response across all channels can be resource-intensive.
Resource Allocation: Allocating resources to address issues on various channels based on priority and impact can be a logistical challenge.
Consistent Customer Experience: Maintaining a consistent experience across channels, especially when channels are managed by different teams, can be difficult.
Lucidya Social Listening gathers and analyses data related to your brand, customers, and competitors across multiple social media platforms. It provides spike detection and analysis, simplified metrics and statistics, automated reporting, competitive analysis and Benchmarking dashboard.
Monitoring and listening capabilities are crucial for a successful CXM platform as they provide the necessary insights and tools to optimise customer experiences, resolve issues, and make data-driven decisions. Monitoring helps you stay customer-focused and agile in a dynamic business environment, ultimately leading to improved customer satisfaction and loyalty.