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Overview of Customer Experience Management (CXM)

What is it?

CXM is a concept rather than a single solution, it covers the range of interactions that a person may have with an organisation. CXM seeks to address the experience customers have with companies over time, with the aim of making each interaction a positive one; so that there is a cumulative effect on satisfaction and on loyalty.

What’s the difference between CRM and CXM?

CRM provides an inside out view of a customer base. It’s usually based on an existing relationship with a customer, and a way to manage that relationship. CXM takes an outside-in approach and can be proactive, even anticipatory. It has the potential to initiate contact, deliver content and preemptively solve problems. It aims to understand customer’s preferences.

Using customer insights to personalise their experience

Taking an outside-in approach to understanding your customer is not without its hurdles. CXM aims to unify the information you already know about your customers and bring it together with new insights.

Website behaviour, social engagement or campaigns you are running, even conversations with your customer support can provide information that can shape the experience your customers receive.

What can you expect to see from Populo?

In Populo v1.0 we will introduce the foundation of our platform which will focus on building an understanding of the visitors that come to your Contensis published website and provide ways to personalise the content they receive.