The measurable benefits of Customer Experience Management efforts are multi-faceted, such as customer satisfaction, loyalty, and retention leading to improved NPS and incremental revenue through up-sell and cross-sell.
This calls for a value-driven approach for Customer Experience Managers. Leading CCM solutions allow enterprises to leverage and create highly personalized, interactive communications across channels including social integration channels such as WhatsApp, Twitter, Instagram etc. and integration with Virtual Assistants like Alexa.
This is precisely why new age customer communications management solutions are expanding their scope to include Customer Experience Management as a critical part of the CX journey.