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Customer experience management (CEM)

Customer Experience Management (CEM) is customer focused management strategy, discipline or process implementing the practice of designing and reacting to customer - company interactions to meet or exceed customer expectations and, thus, increase customer satisfaction, loyalty and advocacy (Gartner). Technically CEM can centralize data from complex data channels which are sourced from various business applications: Customer opinion, customer behavior, customer value and business performance.

Customer experience (CX) is the product of an interaction between an organization and a customer over the duration of their relationship. This interaction is made up of three parts: the customer journey, the brand touchpoints the customer interacts with, and the environments the customer experiences (including digital environment) during their experience.

Synopticom CX platform and services helps

  • To build or revise customer journeys, set up survey programs and engage customer experiences via multiple channels.

  • To analyze individual touchpoints, journeys or total experience.

  • To engage the employees to Manage customer cases and outcomes.

  • To integrate CX data with Buisiness data for 360 insights.

  • To Inspire thoughtful actions in both strategic and tactical levels.

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Voice of the Customer

Voice of the customer (VoC) solution is a platform based process which designed to capture customers’ feedback, preferences and attitudes, analyze them to gain new business insights, and then share them to create meaningful change for better Customer Experience.

VoC is a key component in Customer Experience Management practice and is referred to continuous customer feedback (opinion survey) data collection, realtime reporting and sharing

Synopticom CX platform help integrate multiple channel data collection, centralize analytics and manage reports for strategic or tactical level VoC insights that are acted on by disseminating relevant information to the right person at the right time on the right channel.

Net promoter score is key metrics in transactional and relationship survey models which is the core of VoC program.

synopticom reportings

Voice of the Employee

Voice of the Employee (VoE) helps Listen to and empower your key partner for outstanding performance and successful strategies. Making a solid basis for balanced decision making in tactical and strategic levels.

Strong correlation between employee and customer satisfaction drives the need for effective feedback integration of customer and employee programs.

Synopticom CX platform enables you to integrate employee attitudes alongside with customer and market data reports.

We cover most popular ready to go VoE applications 360 degrees evaluation, Engagement, Empowerment, Internal NPS within or out of CEM framework.

synopticom dashbord

Market research

Close the loop of Customer Experience Management business intelligence with data from beyond your asset. Collect and analyze market feedback about your brand, market position and potential in the competition. Integrate existing market data from variety of other sources with different data structure (survey, behavioral, descriptive).

Align all three (customer, employee, market) perspectives to generate insights for well-grounded strategic and tactical decision making.

Synopticom CX Market Research solution offers complex and flexible platform for B2B client segment. Full or scaled service package for one time (adhoc) or continuous (tracking) research initiatives covers all types of research subjects: consumer behavior tracking, marketing content testing, product experience, brand tracking, exit polls etc. Collect and report, or integrate (upload) and report Your data for End Clients without limits. Enjoy sophisticated statistical analysis features and custom of integration of formulas and algorithms.

synopticom dashbord for market research

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