Set the Foundations for Repeatable, High Standards of CX Delivery
The difference between customer experience and customer experience management can often be confusing. Customer experiences are what customers think, feel, etc. – they’re the impressions they take away from the interactions with your brand. Customer Experience Management is how you, as an organization leverage capability to be more customer-centric and manage the experiences that your customers have – and thereby feel. McorpCX has developed the 'Experience Operating System' or XOS, to provide a systematic, step-by-step process your organization, no matter how large or small, can begin leveraging immediately. If you’d like to learn more, we invite you to read ‘Experience Rules! The Experience Operating System (XOS) and 8 Keys to Enable It’.
Our CXM Services include:
CXM Capabilities Assessment and Action Plan
McorpCX’s best-practice CXM Capabilities framework to assess, enhance, and elevate your CX Program maturity and capabilities
CXM Workshops
Interactive workshops focused on enhancing customer experiences through practical strategies, personalized feedback, and collaborative learning exercises.
Training and Capabilities Development:
Become best-practice-driven experts at designing and delivering CX.
5 X
Greater YoY Customer Retention
95 %
Greater YoY Revenue Growth
75 %
YoY Greater Increase in CLV
6 ways you can maximize the value of Customer Experience Management
Implement an XOS:
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Measure Customer Satisfaction:
Align CX with Business KPIs:
Cost-Benefit Analysis:
Employee Engagement:
Leverage Technology:
Learn More About Customer Experience Management
What is Customer Experience Management?
Customer Experience Management (CEM or CXM) is a strategy that focuses on managing and improving the entire customer journey. It involves understanding customer needs, mapping out their interactions with the business, and personalizing experiences to increase satisfaction and loyalty. CEM uses feedback and data to continuously enhance customer interactions and relationships.
What is the role of a Customer Experience Manager?
The role of a Customer Experience Manager involves overseeing the customer journey, ensuring positive interactions at every touchpoint. They gather and analyze customer feedback, identify improvement areas, and implement strategies to enhance satisfaction and loyalty. This role also involves coordinating with different departments to create a cohesive, customer-centric experience.
How can you manage Customer Experience across an organization?
Implement an XOS - a framework powered by 8 Keys that enables any organization to “unlock” the value of being experience-led.
Why is Customer Experience Management important?
Customer Experience Management is vital as it directly enhances customer satisfaction, fostering loyalty and repeat business. It helps in understanding and meeting customer expectations, leading to positive brand perception. CEM also identifies areas for improvement, driving revenue growth and providing a competitive edge in increasingly customer-driven markets.
What is Customer Experience Management training?
Customer experience management training is a program designed to teach employees the skills and strategies necessary to manage the consistent delivery of outstanding service to enhance customer satisfaction.
Case Study
Customer Journey Mapping Closes CX Gaps
Focus on improving customer experience drives process efficiencies, greater customer repurchase and retention, and employee loyalty for this $30 billion commercial lender.
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Customer Journey Mapping: Lead The Way To Advocacy
Journey mapping can drive eye-popping ROI. How do 200% more employee engagement and 350% more revenue from referrals sound?
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Designing a Better B2B customer and Partner Experience
How a better customer experience streamlined processes, reduced costs, and drove customer and partner engagement across channels and journeys for a global software leader.
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