Focused professional analyzing data at her workstation.
 

Take Your CX Beyond CDP Limits

Today, organizations like yours rely on traditional MarTech systems like Customer Data Platforms to collect data from a variety of sources to create a unified view of the customer. Centralizing data isn’t enough to deliver intuitive, personalized experiences – context and real-time decisioning are needed to execute CDP insights.

CDP vs CJM

Many marketing technology (MarTech) stacks include a customer data platform. While managing customer data is necessary, a customer data platform alone isn’t enougho improve the customer experience.

What’s the Difference?

CDP

Green Database Icon

Software that creates
a customer database

A CDP gathers and centralizes customer data from various sources to create a unified customer profile.

CJM

Green Strategy Icon

Customer engagement solution
with real-time decisioning

Customer journey management uses real-time customer data to analyze current behavior, predict future behavior, and send the right messages at the right time via the customer’s preferred communication channel.

CDPs centralize data,
but don’t make it actionable.

Read the blog

What CDP’s Do Well

Customer Data Platform ability to integrate data from multiple sources, resolve customer identities, and create unified customer profiles makes them necessary for removing data silos within an organization

 

Where CDP’s Fall Short

A CDP centralizes data, but doesn’t make the data actionablehrough timely, personalized interactions.

Talk to an expert

Data alone isn’t enough to achieve meaningful outcomes.

You need CJM—the intelligent brain that analyzes data, anticipates customer needs, and guides your actions.

Green Launch Icon

Activation

CDPs can not send messages in real-time based on current behavior, rather it is a delayed send resulting in a potential missed opportunity to engage with a customer at an opportune time.

Green Filters Icon

Personalization

Customer data platforms provide a comprehensive view of customer data, but they don’t necessarily give you the context needed to understand customer behavior and intent, so “personalized” experiences are often generic based on elements like name or demographic data.

Green Technology Icon

Journey-Centric Decisioning

While they deliver a unified view of customer interactions with your brand, customer data platforms don’t provide intelligent, journey-centric decisioning. They can’t determine the right communications to send customers who are on multiple, different journeys (e.g., customer support and purchase).

CJM brings your systems together.

Unlocking the Potential of CJM:
Transforming Data into Tangible Results

 

Transforming Data Chart

 

CJM selects the right channel,iming, and message sequence, leading customers to optimal outcomes
that enhance business results and the customer experience.

Example:

Shopping Cart Abandonment

SEE


Detect that a customer abandoned products in a shopping cart or stopped completing a credit card application.

THINK


Decide which channel and content combination is best to nudge the customer to complete the purchase or application.

RE(ACT)


Immediately send the personalized message via the customer’s preferred channel. After the customer completes the purchase/application, confirm the transaction and provide details re: delivery/next steps.

Benefits of CJM

Green Customers Icon

Understand where customers are and what they need

Green Clipboard Icon

Determine the best next action they should take

Green Star Rating Icon

Increased customer satisfaction and retention

Green Chart Icon

Greater sales/revenue

Green Line Graph Icon

Higher conversion rates

Green Bar Graph

Reduced costs due to improved operational efficiency

Green Feedback Loop Icon

Continuous feedback loop (i.e., deliver the appropriate message)

Common CJM Use Cases

Green Launch Icon

Account Activation

Teal alert icon.

Fraud Alerts

Green Subscription Icon

Purchase Products or Services

Green Invoice Icon

Bill Payment

Green Target Icon

Targeted Offers

RGB_Transactions-green

Renew Contract
(Promo Roll-Off)

Green Megaphone Icon

Service Outage Notifications

RGB_Pharmacy-green

Prescription Refill Reminders

RGB_Text-message-green

Appointment Reminders

Quicker Time to Value, Better Business Outcomes

3-Million-Revenue-1610x1080

$3 Million

in additional monthly revenue for a major US grocery chain

46-Call-Reduction-1610x1080

46% Reduction

in cost per call for a major bank

627-ROI-1610x1080

627% ROI

for a major retail pharmacy chain

Are you ready to take CX Beyond MarTech Limits?

CSG Xponent Logo

CSG Xponent combines journey analytics, a customer data platform, native channel applications, and experience design to enhance both customer and employee experiences. Learn more by scheduling a demo.

Schedule a Demo

Use a solution that combines them all

 

CSG Xponent isn’t just another platform to add to your tech stack. It connects the customer engagement solutions you have and makes them work together—and better.

Download Buyer’s Guide

Proven track record

Leader, Forrester WaveTM: Journey Orchestration Platforms, Q2 2020, Q2 2022
Leader, SPARK Matrix™: Customer Data Platform (CDP), 2022
Leader, SPARK Matrix™: Customer Communication Management (CCM), 2022
Marketing Digital Innovation Award, Ventana Research, 2022

Bring it all together with CSG and get started quickly

Related Resources