CRM, Customer Experience, Total Experience
Evolution of Experience Management
05 Mai 2023 , Unser Blog
Things are always changing. Technology, generations, and everything else you can think of is constantly evolving. Remember fax machines? They were a big deal back in the day, but now they're just a nostalgic memory.
Digital transformation begins with technologies like fax machines and ends with streaming services such as Spotify on our smartphones. It's a constantly evolving process that pushes us towards more advanced and convenient digital solutions.
As time goes on, our needs keep changing too. Not just ours, but everyone's. So it's important to keep up with the times and adapt to what people want.
We've had to adapt to the digital world to keep up with the changing needs of our customers and employees. And we will continue to evolve ourselves to stay ahead in this digital age.
Sending a document via fax used to be the most reliable and fast way of sending it, and it was undoubtedly one of the most functional tools of its time! Digital Transformation, as we call it, is actually like an evolving organism over time and is a concept that exists in every aspect of our lives, just like time.
Evolution of experience management xm. Here is the picture tell more than thousands of words.
Since the 2000s, companies have been in search of different customer experience solutions. Nowadays, companies are constantly adding new products and platforms to their portfolios.
With the pandemic, HR solutions have become essential for delivering a great digital experience to customers. One term you might hear a lot in this area is "Employee Experience."
In this digital transformation journey, there are many solutions to manage both internal and external customer journeys end-to-end. These solutions are supported by countless platforms in areas such as marketing software, sales software, project software, hr software, and more.
When we search for digital platforms, we often end up with many different options. Choosing the right platform can be a pain, and there are other problems that come up after making a decision.
As time goes on, we may face integration problems, issues with subscription management, audits, customization, and security concerns. Dealing with these problems can be time-consuming and costly.
Back in the early 2000s, all we needed was a basic CRM system for client databases and some marketing automation. Then, the concept of "customer experience" emerged, focusing on the quality of experiences for both internal and external customers. Later on, we welcomed the concept of "Employee Experience," which brought self-service HR options and remote work into the mix. Nowadays, CRM is just a small piece of the larger puzzle when it comes to these concepts.
The game has changed once again, and now it's all about the "Total Experience." Employee Experience (EX) to Customer Experience (CX), Digital Experience (DX), and User Experience (UX), all with an omni-channel approach.
Previously, CRM and Employee Experience were considered important features of the overall customer experience, but now the scope has broadened considerably.
Despite the Total Experience concept, selecting the right platform can still be a difficult and overwhelming process. With so many options available, it's hard to know which platform to use and when to use it.
Even after making a decision, we still face challenges during the integration and training period. We may need to customize the platform or even add extra features.
In order to keep up with digital transformation, companies are using various applications that don't always work together. While this helps improve customer satisfaction and efficiency, having to juggle dozens of different applications is quite challenging.
Nobody wants to deal with multiple tabs cluttering up their screens. We're pretty sure that there's a better way to manage all these different applications and avoid the headache of tab-juggling.
As per Gartner, by 2026, 60% of large companies will adopt the Total Experience approach to revolutionize their business models and create exceptional customer and employee experiences.
Here is where CloudOffix comes in with its all-in-one total experience platform. CloudOffix is a game-changer in the world of total experience.
Imagine a platform where CX, EX, DX, and UX all come together seamlessly ; you can truly deliver a total experience.
Find more about CloudOffix's Total Experience Platform
At CloudOffix, you can manage all you customer and employee experience needs with a modern interface that you can personalize. You can customize the platform according to your needs. It is always up to date, always evolving and develop adaptation skills of the users.
With CloudOffix, managing all your customer and employee experience needs is a breeze.
The interface is modern, customizable, and always up-to-date. Plus, you can personalize it according to your needs! The platform offers a comprehensive suite of products that address all essential business needs in one place. And, each cloud solution comes with tons of cool features, like reporting and analytics, automation tools, collaboration capabilities, and more!
But, there's more! By integrating all the products in one place, CloudOffix ensures smooth collaboration and seamless running of all business functions. You save time, money, and all your data is in one place, so no more scattered info!
Oh, and don't forget about the DX and UX capabilities! Customization and personalization have never been easier. You can adapt to changing market needs and preferences with ease!
So, join CloudOffix's joint digital transformation initiatives and manage your workflows and processes from a single platform. No more multiple apps on different devices!
Accessing information is super easy with CloudOffix! You can manage everything on the go since your desktop actions are synced with your mobile device.
Book a 20-minutes demo with us and see the magic for yourself!