Customer Experience Managment
Generate improved time-to-market by giving your customers, employees, and channel partners rich, personalized, and engaging experiences every time, everywhere, in the golden age of Customer Experience Management.
In 1982 my father brought home our first computer, an Apple II. I had only one wish, more than 7 colors (see image of nostaligy).Dieter Hovorka
Not every Content Management System (CMS) is designed to address the complexities and speed that organizations need today. To prosper, you must think mobile first, be bold, enforce brand consistency, and engage in social communications through community-driven websites. Market trends tell us today it is not enough to have just a CMS solution in place to be omni channel fit.
This is exactly the reason organizations are looking for a Web Experience Managment solution and not for a Content Management Solution.
This is exactly the reason organizations are looking for a Web Experience Managment (WEM / WxM) solution and not for a Content Management Solution (CMS). This is the marriage between the interactive technology and optimized user journey spiced up with engaging content and information they are actual looking for.
For example Documents and Forms
Personalized documents are created through rules-based dynamic assembly and presented to customers, partners, and suppliers in multiple formats across multiple channels to drive business impact.
Customer Experience Management solutions
From one-to-one contact to the high volume, mass production of documents, Skillz ME helps to simplify and automate document-related business processes to improve business performance and efficiency.
The need is across all industry processes, whenever customer communications processes require solutions to create, produce, and distribute enterprise documents on-demand – and engage more profitably with customers.
1982 Apple II with a only
Green and Black screen
Government-to-Government (G2G) require automatic data exchange and easy to use mass upload facilities
Government-to-Business (G2B) requires notification facilities, subsciption services and quick data exchange
Government-to-Citizen (G2C) requires easy access to services via mobile devices and interactive forms
Business-to-Business (B2B) require quick exchange of trading inforamtion, easy and fast to access
Business-to-Consumer (B2C) requires engagement on various channels for consumers to be happy
Person-to-Person (P2P) requires facility to exchange inforamtion, experiecne and knowledge on an simple emotional way
Customer expectations are higher than ever and word of mouth travels fast! Don’t forget,
Customer experience is an area that needs constant attention and care and with a greater focus on customer experience strategy, companies will realize a positive impact on customer loyalty, higher retention, adapt quicker to market trends and increased revenues.
Simple to deploy and maintain, a customer experience solution to deliver dynamic composition, document process automation, and output management capabilities. Designed to scale across any document-driven business process. Integration with ERP and supply-chain systems and applications, including those from CRM Solutions is essential for success.
“Simplicity is the ultimate form of sophistication.”- Leonardo da Vinci
Why not try a 7 step plan to achieve the goal of a Customer Experience Management solution:
1. Define a clear customer experience vision
2. Understand who your customers are
3. Get emotional with your customers
4. Interact with customer feedback in real time
5. Use a quality before quantity for development of your team
6. Listen and learn from employee feedback
7. Measure from the ROI
Analyze the current state of your customer interaction
Analyze the anchor points between your customer communication and interaction
Analyze the gaps between communication and information
Analyze value added business cases during customer interaction
Share best practice of customer interaction based on your business cases
Share best practice of customer experience based on your business cases
Prepare the improved way of successful customer experience stories
Prepare integration points in your organization
Prepare social touch points and channels for communication
Implement end-to-end customer experience stories
Implement measurement and monitoring tools to evaluate ROI and TCO
Implement hosted, cloud-based or on- premise solution based on business goals
Complete end-to-end project management across all channels and medium
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