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Customer Experience Solutions

Every interaction a person has with your company becomes part of their customer experience (CX)—from when they are first learning about what your business offers to their first purchase through your customer service center.

Customer experience management is critical to providing individuals with positive individual interactions and a good overall impression of your company. CSG offers customer experience management solutions that improve your customers’ experience.

  • Our number one goal is to deliver the best experience for our customers, while also providing the best tools for our employees. CSG’s platform helps make both a reality. 

    Cliff Hagan, Executive Vice President of Customer Operations, Charter Communications

What Is Customer Experience?

CX is the overall impression people have of your company as they move through their buyer’s journey. It has wide-ranging effects on your business.

Positive customer experiences can generate more revenue, as you’re more likely to retain customers and gain new ones. Poor customer experiences can cause revenue to drop as people look for better options and it becomes harder to acquire new customers.

Two factors directly impact customer experience: the products your company offers and the people who work for you. A great product can amplify customer experience, particularly if it’s easy to use or performs better than expected. Stellar customer service and support, provided by happy employees, also bolster CX.

While customer experience is important, it can be challenging to make it work seamlessly. Customer information needs to be made readily available to the teams and representatives that need it. Advertising campaigns must address customers’ needs and wants and encourage them to act. Developing a CX strategy and using the right software platform can help ensure your customers’ experiences are positive from their first interaction with your company.

What Is CX Strategy?

With a CX strategy, your company develops a plan to provide customers with a positive experience, no matter where they are in their journey or how they connect with your business. Your strategy should consider your company’s overall goals and values, plus the data you have about consumers within your industry and your existing customers. Examine your most important key performance indicators to determine where to expand the power of a journey orchestration platform.

Knowing who your customers are and what they want is part of your CX strategy. Your strategy should also allow your company to form a deep connection with customers that enhances business results.

Why Do You Need Customer Experience Software?

Customer experience can be challenging to manage manually. Customer experience software streamlines the process by connecting customer data with personalization. You can then use that data to tailor interactions and truly meet individuals’ needs.

Customer Experience Transformation With CSG Xponent

A customer experience solution that handles a single facet of customer experience isn’t enough to improve CX. CSG Xponent’s customer journey management (CJM) solution transforms the customer experience.With our software, you can:

  • Understand what’s driving customer behavior: What’s behind your customers’ actions? With CSG Xponent, see every customer interaction and get better insight into customers’ needs, desires and expectations.
  • Connect with current customer engagement systems: No rip and replace required with CSG Xponent. Connect with your current customer engagement systems to allow for real-time decisioning across channels.
  • Connect the customer life cycle: Xponent provides increased personalization at each step, with the ability to deliver multi-channel, coordinated communications throughout multiple, simultaneous customer journeys.

Start a Customer Experience Transformation Today

CSG Xponent can help improve your customer experience regardless of your challenges. Talk to us today to learn more about how it works.

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