Customer experience management is an umbrella term that relates to all the different elements that go into making customer experience the primary focus of a business. Customer experience management software is a set of tools that brands can use to further support this approach.
CXM software allows businesses to measure and improve the way they interact with customers across different channels. These tools are designed to help businesses better understand how customers are interacting with their websites, mobile apps, voice assistants, chatbots and more. They also help businesses identify opportunities to improve the customer journey, streamline processes and make data-driven decisions.
Some of the most common ways organisations may use CXM software are to gather feedback from customers, build consistent experiences across channels, collect and analyse data, and create guides and manuals to help simplify the customer journey.
Essentially, CXM software empowers companies to take greater control over how they interact with their current and potential customers to improve their overall experience while gaining a complete, fully transparent view of every interaction and touchpoint.