In a nutshell, what do all these platforms do?
All platforms have as the main priority to improve the way CX is managed. Several features are similar across all platforms, but how they are designed and organised continues to change between platforms. These core features are:
Standardizing customer journeys
Journeys that are built with the same software will have the same look and feel. This prevents you from having paper journeys in different shapes and sizes scattered across office floors.
Within CX, different zoom-levels exist. From a service ecosystem with a bird’s-eye view, all the way down to usability issues in a single touchpoint. These platforms allow you to create the necessary hierarchy and zoom in and out across your organisation’s CX delivery. This way, the platform is interesting for both the CEO and the usability expert.
Structuring CX KPIs
These platforms allow you to create KPIs and make sure they are acted upon. Think ‘NPS score for the digital onboarding’ or ‘satisfaction with the billing experience’.
Combining qualitative and quantitative data
These platforms allow you to add insights from qualitative research, like needs, pains and gains. Additionally, they allow you to connect data sources (e.g. Google Analytics, Qualtrix, SalesFroce) to your KPIs.
Visualizing areas for improvement
By visualizing and prioritizing areas for improvement, these platforms can support you to better coordinate CX projects/efforts.