{"id":17261,"date":"2024-02-21T09:00:47","date_gmt":"2024-02-21T09:00:47","guid":{"rendered":"https:\/\/breadstack.com\/?p=17261"},"modified":"2024-02-24T00:44:47","modified_gmt":"2024-02-24T00:44:47","slug":"what-is-customer-experience-management-cxm","status":"publish","type":"post","link":"https:\/\/breadstack.com\/insights\/marketing\/what-is-customer-experience-management-cxm\/","title":{"rendered":"What is Customer Experience Management (CXM) &#038; How To Build A Great Customer Experience"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"17261\" class=\"elementor elementor-17261\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-e39d837 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"e39d837\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-4e64386\" data-id=\"4e64386\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-28623f7 elementor-widget elementor-widget-text-editor\" data-id=\"28623f7\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">How do small businesses stand out in a crowded marketplace and keep customers coming back for more? Sometimes, the fact that they sell unique or great-quality products is a big part of the answer. However, it\u2019s usually not the whole story.<\/span><\/p><p><span style=\"font-weight: 400;\">Businesses are much more than just products. Amazingly, 88% of customers report that the <\/span><a href=\"https:\/\/www.salesforce.com\/news\/stories\/customer-engagement-research\/\"><span style=\"font-weight: 400;\">customer experience a company provides<\/span><\/a><span style=\"font-weight: 400;\"> matters just as much as the products it sells.<\/span><\/p><p><span style=\"font-weight: 400;\">\u201cCustomer experience\u201d is a complex idea that can be hard to pin down, let alone work with. In this article, we\u2019ll introduce you to the concept of customer experience management &#8211; a structured approach to making your customers happy while boosting your sales, invigorating your brand, and setting you up for long-term growth.<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-075746d elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"075746d\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-0e90f66\" data-id=\"0e90f66\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-c5d8274 elementor-widget elementor-widget-heading\" data-id=\"c5d8274\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">What is customer experience management?<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-30b8538 elementor-widget elementor-widget-text-editor\" data-id=\"30b8538\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">Customer experience management (CXM) boils down to a simple idea: satisfied customers are more likely to become loyal advocates of a brand.\u00a0<\/span><\/p><p><span style=\"font-weight: 400;\">There\u2019s no single trick to keeping customers happy. Rather, CXM is about taking a holistic approach, striving to create positive experiences at every touch point in the customer journey.<\/span><\/p><p><span style=\"font-weight: 400;\">CXM encompasses the strategies, processes, and technologies business use to optimize every interaction a customer has with their brand. It\u2019s a far-reaching concept that ties together customer service, product quality, marketing, and user interface design.<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-8484cc2 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"8484cc2\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-552826e\" data-id=\"552826e\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-061ceba elementor-widget elementor-widget-heading\" data-id=\"061ceba\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Why is customer experience management important?<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5df877e elementor-widget elementor-widget-video\" data-id=\"5df877e\" data-element_type=\"widget\" data-settings=\"{&quot;youtube_url&quot;:&quot;https:\\\/\\\/www.youtube.com\\\/watch?v=YagtsnOyqTM&quot;,&quot;video_type&quot;:&quot;youtube&quot;,&quot;controls&quot;:&quot;yes&quot;}\" data-widget_type=\"video.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-wrapper elementor-open-inline\">\n\t\t\t<div class=\"elementor-video\"><\/div>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a6a191e elementor-widget elementor-widget-text-editor\" data-id=\"a6a191e\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">There are several excellent reasons to prioritize<\/span><span style=\"font-weight: 400;\"> CXM. First and foremost, it fosters <\/span><a href=\"https:\/\/breadstack.com\/insights\/marketing\/building-customer-loyalty\/\"><span style=\"font-weight: 400;\">customer loyalty<\/span><\/a><span style=\"font-weight: 400;\">, encouraging repeat purchases and positive word-of-mouth recommendations, which are vital for business growth.\u00a0<\/span><\/p><p><span style=\"font-weight: 400;\">In fact, in a recent survey, 95% of respondents stated that a <\/span><a href=\"https:\/\/get.nice.com\/rs\/069-KVM-666\/images\/0003959_en_digital-first-cx-report.pdf\"><span style=\"font-weight: 400;\">positive customer experience<\/span><\/a><span style=\"font-weight: 400;\"> impacts their loyalty to a brand.<\/span><\/p><p><span style=\"font-weight: 400;\">Providing exceptional experiences can also help you stand out from competitors. Even if your products aren\u2019t unique in and of themselves, fostering a shopping environment that makes customers feel good can help you carve out a niche in the market.<\/span><\/p><p><span style=\"font-weight: 400;\">Thirdly,\u00a0 CXM allows you to identify pain points in the customer journey. In the process of developing and honing your approach, you\u2019ll learn about what your customers enjoy &#8211; and where and why they might be dropping off. Armed with those insights, you can streamline processes, optimize your user interfaces, and improve overall efficiency.<\/span><\/p><p><span style=\"font-weight: 400;\">Last but not least, a well-executed CXM strategy gives you a bit of a buffer against occasional hiccups. Satisfied customers are more forgiving of the odd mistake or glitch. They\u2019ll be more likely to overlook minor issues, reducing the risk of negative reviews or complaints.\u00a0<\/span><\/p><p><span style=\"font-weight: 400;\">Ultimately, investing in CXM not only leads to increased customer satisfaction and retention but also drives long-term profitability and sustainability for your business.<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-f7705cb elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"f7705cb\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-c47af78\" data-id=\"c47af78\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-7616d88 elementor-widget elementor-widget-heading\" data-id=\"7616d88\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Why is customer experience management important?<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-15980e2 elementor-widget elementor-widget-text-editor\" data-id=\"15980e2\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">Customer Relationship Management (CRM) is a vital component of CXM. However, CXM encompasses a broader scope.<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-348f110 elementor-widget elementor-widget-video\" data-id=\"348f110\" data-element_type=\"widget\" data-settings=\"{&quot;youtube_url&quot;:&quot;https:\\\/\\\/www.youtube.com\\\/watch?v=Z6LVxdNpRH8&quot;,&quot;video_type&quot;:&quot;youtube&quot;,&quot;controls&quot;:&quot;yes&quot;}\" data-widget_type=\"video.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-wrapper elementor-open-inline\">\n\t\t\t<div class=\"elementor-video\"><\/div>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6437f64 elementor-widget elementor-widget-text-editor\" data-id=\"6437f64\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">CRM revolves around managing and nurturing relationships with customers by organizing and analyzing data on interactions and transactions. CRM systems allow you to track customer information, communication history, and sales opportunities. Usually, the primary goal of CRM is to drive sales and retention.<\/span><\/p><p><span style=\"font-weight: 400;\">Proponents of CXM go beyond relationship-building, aiming to understand and improve every interaction a customer has with a brand throughout their journey. It\u2019s about emotional connections, brand perception, and overall satisfaction.\u00a0<\/span><\/p><p><span style=\"font-weight: 400;\">Effective CXM draws heavily on insights from CRM &#8211; but it also takes into account other business areas such as interface design and product quality, with a focus on how these factors help shape the customer experience.<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-46d1135 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"46d1135\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-06695b7\" data-id=\"06695b7\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-3f56d1a elementor-widget elementor-widget-heading\" data-id=\"3f56d1a\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">How to create a great customer experience<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-31de53f elementor-widget elementor-widget-text-editor\" data-id=\"31de53f\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">CXM might sound ambitious, but that\u2019s actually the point. You\u2019ll never achieve total perfection across every customer interaction. What\u2019s important is that you stay focused on, and responsive to, your customers\u2019 needs, expectations, and feedback.<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2fd7d1b elementor-widget elementor-widget-image\" data-id=\"2fd7d1b\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"640\" height=\"360\" src=\"https:\/\/breadstack.com\/wp-content\/uploads\/2024\/02\/best-practices-to-create-great-customer-experience-1024x576.png\" class=\"attachment-large size-large wp-image-17263\" alt=\"Best practices to create great customer experience\" loading=\"lazy\" srcset=\"https:\/\/breadstack.com\/wp-content\/uploads\/2024\/02\/best-practices-to-create-great-customer-experience-1024x576.png 1024w, https:\/\/breadstack.com\/wp-content\/uploads\/2024\/02\/best-practices-to-create-great-customer-experience-300x169.png 300w, https:\/\/breadstack.com\/wp-content\/uploads\/2024\/02\/best-practices-to-create-great-customer-experience-768x432.png 768w, https:\/\/breadstack.com\/wp-content\/uploads\/2024\/02\/best-practices-to-create-great-customer-experience.png 1366w\" sizes=\"(max-width: 640px) 100vw, 640px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-370f297 elementor-widget elementor-widget-text-editor\" data-id=\"370f297\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">If you\u2019re getting ready to lay out a CXM strategy, here are a few best practices to keep in mind:<\/span><\/p><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Conduct thorough <\/span><b>customer research<\/b><span style=\"font-weight: 400;\"> to understand needs, preferences, and pain points.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Map out the <\/span><b>customer journey<\/b><span style=\"font-weight: 400;\"> to identify touchpoints and areas for improvement.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Invest in <\/span><b>user-friendly technology<\/b><span style=\"font-weight: 400;\"> and data analytics tools to track and analyze customer interactions.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><b>Train employees<\/b><span style=\"font-weight: 400;\"> to deliver consistent, exceptional service and personalize interactions.<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Actively solicit and <\/span><b>respond to customer feedback<\/b><span style=\"font-weight: 400;\"> to continuously refine and enhance the customer experience.<\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-f8edf16 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"f8edf16\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-7c62182\" data-id=\"7c62182\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-f2a500d elementor-widget elementor-widget-heading\" data-id=\"f2a500d\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Customer experience management strategies<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8a11199 elementor-widget elementor-widget-text-editor\" data-id=\"8a11199\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">As a goal, improving customer experiences has a very broad scope. Integrating one or more of these angles into your strategy can help guide and structure your approach.<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-805a68a elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"805a68a\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-9ad8779\" data-id=\"9ad8779\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-d7f1c95 elementor-widget elementor-widget-heading\" data-id=\"d7f1c95\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Personalization and segmentation<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-22ad1b4 elementor-widget elementor-widget-text-editor\" data-id=\"22ad1b4\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">Implementing <\/span><a href=\"https:\/\/breadstack.com\/insights\/marketing\/personalized-customer-experiences\/\"><span style=\"font-weight: 400;\">personalized marketing strategies<\/span><\/a><span style=\"font-weight: 400;\"> based on customer data can work wonders for your customer experience.\u00a0<\/span><\/p><p><span style=\"font-weight: 400;\">By segmenting customers according to their preferences, behaviors, and demographics, you can tailor offerings, communications, and promotions to better meet individual needs.\u00a0<\/span><\/p><p><span style=\"font-weight: 400;\">This approach fosters a sense of relevance and connection, ultimately encouraging customers to engage more with your brand.<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-07b3261 elementor-widget elementor-widget-image\" data-id=\"07b3261\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"640\" height=\"360\" src=\"https:\/\/breadstack.com\/wp-content\/uploads\/2024\/02\/example-of-personalization-through-email-marketing-1024x576.png\" class=\"attachment-large size-large wp-image-17266\" alt=\"Example of personalization through email marketing\" loading=\"lazy\" srcset=\"https:\/\/breadstack.com\/wp-content\/uploads\/2024\/02\/example-of-personalization-through-email-marketing-1024x576.png 1024w, https:\/\/breadstack.com\/wp-content\/uploads\/2024\/02\/example-of-personalization-through-email-marketing-300x169.png 300w, https:\/\/breadstack.com\/wp-content\/uploads\/2024\/02\/example-of-personalization-through-email-marketing-768x432.png 768w, https:\/\/breadstack.com\/wp-content\/uploads\/2024\/02\/example-of-personalization-through-email-marketing.png 1366w\" sizes=\"(max-width: 640px) 100vw, 640px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-6e9b1db elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"6e9b1db\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-83e96af\" data-id=\"83e96af\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-0fa88dc elementor-widget elementor-widget-heading\" data-id=\"0fa88dc\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Omni-channel integration<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5737c1b elementor-widget elementor-widget-text-editor\" data-id=\"5737c1b\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">Ensuring a seamless experience across all channels &#8211; online, mobile, social media, and physical stores if applicable &#8211; is essential for CXM success.\u00a0<\/span><\/p><p><span style=\"font-weight: 400;\">Customers expect consistency and continuity as they transition between different touchpoints. Integrating these channels allows businesses to provide unified messaging, access to information, and seamless transactions, regardless of which platform they\u2019re using.<\/span><\/p><p><span style=\"font-weight: 400;\">This integrated approach enhances convenience, accessibility, and overall satisfaction for customers.<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3cb7ef9 elementor-widget elementor-widget-image\" data-id=\"3cb7ef9\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"640\" height=\"360\" src=\"https:\/\/breadstack.com\/wp-content\/uploads\/2024\/02\/omni-channel-integration-for-seamless-customer-experience-1024x576.png\" class=\"attachment-large size-large wp-image-17268\" alt=\"Omni-channel integration fo seamless customer experience\" loading=\"lazy\" srcset=\"https:\/\/breadstack.com\/wp-content\/uploads\/2024\/02\/omni-channel-integration-for-seamless-customer-experience-1024x576.png 1024w, https:\/\/breadstack.com\/wp-content\/uploads\/2024\/02\/omni-channel-integration-for-seamless-customer-experience-300x169.png 300w, https:\/\/breadstack.com\/wp-content\/uploads\/2024\/02\/omni-channel-integration-for-seamless-customer-experience-768x432.png 768w, https:\/\/breadstack.com\/wp-content\/uploads\/2024\/02\/omni-channel-integration-for-seamless-customer-experience.png 1366w\" sizes=\"(max-width: 640px) 100vw, 640px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-9daab5c elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"9daab5c\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-a3ac6c2\" data-id=\"a3ac6c2\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-b54d331 elementor-widget elementor-widget-heading\" data-id=\"b54d331\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Proactive issue resolution<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ef55e3f elementor-widget elementor-widget-text-editor\" data-id=\"ef55e3f\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">Anticipating and addressing customer concerns before they escalate is crucial for CXM.\u00a0<\/span><\/p><p><span style=\"font-weight: 400;\">Focus on proactive customer service strategies such as predictive analytics, automated alerts, and self-service options. This way, you can identify potential issues early and resolve them efficiently.\u00a0<\/span><\/p><p><span style=\"font-weight: 400;\">By demonstrating that your business is attentive and responsive, you can mitigate negative experiences, strengthen customer relationships, and encourage loyalty and advocacy in the long run.<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-1659f60 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"1659f60\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-6575167\" data-id=\"6575167\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-aa84fc1 elementor-widget elementor-widget-heading\" data-id=\"aa84fc1\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Challenges in customer experience management<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1729147 elementor-widget elementor-widget-text-editor\" data-id=\"1729147\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">The holistic nature of CXM means that devising and carrying out your strategy is a \u201cwhole business\u201d undertaking. Unsurprisingly, this is likely to stir up a few challenges.<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-19d8184 elementor-widget elementor-widget-image\" data-id=\"19d8184\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"640\" height=\"360\" src=\"https:\/\/breadstack.com\/wp-content\/uploads\/2024\/02\/customer-experience-management-cxm-challenges-and-solutions-1024x576.png\" class=\"attachment-large size-large wp-image-17265\" alt=\"Customer experience management CXM challenges and solutions\" loading=\"lazy\" srcset=\"https:\/\/breadstack.com\/wp-content\/uploads\/2024\/02\/customer-experience-management-cxm-challenges-and-solutions-1024x576.png 1024w, https:\/\/breadstack.com\/wp-content\/uploads\/2024\/02\/customer-experience-management-cxm-challenges-and-solutions-300x169.png 300w, https:\/\/breadstack.com\/wp-content\/uploads\/2024\/02\/customer-experience-management-cxm-challenges-and-solutions-768x432.png 768w, https:\/\/breadstack.com\/wp-content\/uploads\/2024\/02\/customer-experience-management-cxm-challenges-and-solutions.png 1366w\" sizes=\"(max-width: 640px) 100vw, 640px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d614a4b elementor-widget elementor-widget-spacer\" data-id=\"d614a4b\" data-element_type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d57c0d2 elementor-widget elementor-widget-heading\" data-id=\"d57c0d2\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Data silos and integration issues<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4ced18c elementor-widget elementor-widget-text-editor\" data-id=\"4ced18c\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">Businesses often struggle with disparate data sources and systems, making it challenging to gain a comprehensive view of the customer journey.\u00a0<\/span><\/p><p><span style=\"font-weight: 400;\">To overcome this challenge, invest in integrated technology solutions that centralize customer data from multiple touch points.\u00a0<\/span><\/p><p><span style=\"font-weight: 400;\">Implement robust data management practices, ensure compatibility between systems, and prioritize interoperability when selecting your tools.<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0fc2252 elementor-widget elementor-widget-heading\" data-id=\"0fc2252\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Employee training and alignment<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-cd068b8 elementor-widget elementor-widget-text-editor\" data-id=\"cd068b8\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">Ensuring that employees across departments understand the importance of CXM and are equipped with the skills to deliver exceptional customer experiences can be a challenge.\u00a0<\/span><\/p><p><span style=\"font-weight: 400;\">To address this, provide comprehensive training programs that emphasize the significance of CXM and impart the necessary skills for implementation.\u00a0<\/span><\/p><p><span style=\"font-weight: 400;\">Foster a customer-centric culture by aligning incentives, setting clear expectations, and encouraging collaboration between teams to prioritize customer satisfaction.<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-16bb2e1 elementor-widget elementor-widget-heading\" data-id=\"16bb2e1\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Balancing automation with personalization<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-83e530f elementor-widget elementor-widget-text-editor\" data-id=\"83e530f\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">While automation can streamline processes and improve efficiency &#8211; vital for exceptional customer experiences &#8211; personalization is just as important in making a lasting impression.<\/span><\/p><p><span style=\"font-weight: 400;\">So, how can you strike a balance between the two? Leverage automation for repetitive tasks and standard processes, and save personalized interactions for moments that matter most.\u00a0<\/span><\/p><p><span style=\"font-weight: 400;\">Figuring out which moments call for each approach might take trial and error. This is an excellent opportunity to solicit feedback from customers. Their survey responses and comments can help you figure out which experiences should be ultra-efficient and which should feel personal.<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-0bcfb89 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"0bcfb89\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-99cff7f\" data-id=\"99cff7f\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-ecf6837 elementor-widget elementor-widget-heading\" data-id=\"ecf6837\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Leveraging customer experience management software\n<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-523d84b elementor-widget elementor-widget-image\" data-id=\"523d84b\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"640\" height=\"360\" src=\"https:\/\/breadstack.com\/wp-content\/uploads\/2024\/02\/breadstack-customer-info-screen-1024x576.png\" class=\"attachment-large size-large wp-image-17264\" alt=\"Breadstack customer info screen\" loading=\"lazy\" srcset=\"https:\/\/breadstack.com\/wp-content\/uploads\/2024\/02\/breadstack-customer-info-screen-1024x576.png 1024w, https:\/\/breadstack.com\/wp-content\/uploads\/2024\/02\/breadstack-customer-info-screen-300x169.png 300w, https:\/\/breadstack.com\/wp-content\/uploads\/2024\/02\/breadstack-customer-info-screen-768x432.png 768w, https:\/\/breadstack.com\/wp-content\/uploads\/2024\/02\/breadstack-customer-info-screen.png 1366w\" sizes=\"(max-width: 640px) 100vw, 640px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b850413 elementor-widget elementor-widget-text-editor\" data-id=\"b850413\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">The right <a href=\"https:\/\/breadstack.com\/\">customer experience management software<\/a> can make all the difference in turning CXM from an overwhelming idea to something concrete and manageable.<\/span><\/p><p><span style=\"font-weight: 400;\">Customer experience management software collects and consolidates data from sources like social media, websites, emails, and customer service interactions to provide insights into customer behavior, preferences, and satisfaction levels.<\/span><\/p><p><span style=\"font-weight: 400;\">When choosing CXM software, keep in mind that a range of employees may interact with it from various departments, and they could have varying levels of technical expertise. Look for user-friendly interfaces that make it easy to navigate and interpret data.\u00a0<\/span><\/p><p><span style=\"font-weight: 400;\">Scalability is important, too. You might have limited customer data at the moment, but &#8211; if all goes to plan &#8211; how might your needs be different one, two, or five years from now? Switching systems is a hassle, so make sure you choose a solution that can grow alongside you.<\/span><\/p><p><span style=\"font-weight: 400;\">Make sure you also give serious thought to integrations. Your software should seamlessly connect with existing systems like CRM platforms, marketing automation tools, and customer service software to provide a holistic view of the customer journey.\u00a0<\/span><\/p><p><span style=\"font-weight: 400;\">Meanwhile, customizable reporting and analytics features ensure you can tailor insights to your specific goals and KPIs. These features help you stay on track with data-driven decision-making.<\/span><\/p><p><span style=\"font-weight: 400;\">Lastly, look for robust security features that ensure sensitive customer data is protected from unauthorized access or breaches, safeguarding customer trust and compliance with privacy regulations.<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5b5c71c elementor-align-left elementor-widget elementor-widget-button\" data-id=\"5b5c71c\" data-element_type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-md\" href=\"https:\/\/breadstack.com\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t<span class=\"elementor-button-text\">TRY BREADSTACK FOR CXM TODAY<\/span>\n\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-90eab23 elementor-widget elementor-widget-video\" data-id=\"90eab23\" data-element_type=\"widget\" data-settings=\"{&quot;youtube_url&quot;:&quot;https:\\\/\\\/youtu.be\\\/u5vEHMdgAMY?feature=shared&quot;,&quot;video_type&quot;:&quot;youtube&quot;,&quot;controls&quot;:&quot;yes&quot;}\" data-widget_type=\"video.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-wrapper elementor-open-inline\">\n\t\t\t<div class=\"elementor-video\"><\/div>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d533940 elementor-widget elementor-widget-spacer\" data-id=\"d533940\" data-element_type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-dc8f224 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"dc8f224\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-22573d2\" data-id=\"22573d2\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-5c22bbd elementor-widget elementor-widget-heading\" data-id=\"5c22bbd\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">The customer experience journey\n<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-443479e elementor-widget elementor-widget-text-editor\" data-id=\"443479e\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">Businesses use customer journey mapping\u00a0 to visualize and understand the entire process a customer goes through when interacting with their brand, from initial awareness to post-purchase support.\u00a0<\/span><\/p><p><span style=\"font-weight: 400;\">It involves identifying and analyzing each touchpoint or interaction a customer has with the business across different channels and stages of the journey. Customer journey maps typically outline the customer&#8217;s actions, emotions, motivations, and pain points at each touchpoint, providing valuable insights into the overall customer experience.<\/span><\/p><p><span style=\"font-weight: 400;\">In CXM, customer journey mapping plays a pivotal role in guiding strategy development and decision-making. It helps you gain a holistic view of the customer experience, identify opportunities for improvement, and prioritize initiatives that enhance satisfaction and loyalty.<\/span><\/p><p><span style=\"font-weight: 400;\">Once you\u2019ve sketched out your customer journey, build on it by incorporating these four elements as pillars of your CXM strategy.<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7ea749f elementor-widget elementor-widget-image\" data-id=\"7ea749f\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"640\" height=\"360\" src=\"https:\/\/breadstack.com\/wp-content\/uploads\/2024\/02\/example-of-retail-customer-journey-1024x576.png\" class=\"attachment-large size-large wp-image-17267\" alt=\"Example of retail customer journey\" loading=\"lazy\" srcset=\"https:\/\/breadstack.com\/wp-content\/uploads\/2024\/02\/example-of-retail-customer-journey-1024x576.png 1024w, https:\/\/breadstack.com\/wp-content\/uploads\/2024\/02\/example-of-retail-customer-journey-300x169.png 300w, https:\/\/breadstack.com\/wp-content\/uploads\/2024\/02\/example-of-retail-customer-journey-768x432.png 768w, https:\/\/breadstack.com\/wp-content\/uploads\/2024\/02\/example-of-retail-customer-journey.png 1366w\" sizes=\"(max-width: 640px) 100vw, 640px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-cde19b6 elementor-widget elementor-widget-text-editor\" data-id=\"cde19b6\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Source: Example of retail customer journey from <a href=\"https:\/\/delighted.com\/blog\/guide-to-customer-journey-mapping\">Delighted<\/a><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a7b8835 elementor-widget elementor-widget-text-editor\" data-id=\"a7b8835\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul><li style=\"font-weight: 400;\" aria-level=\"1\"><b>Identify pain points<\/b><span style=\"font-weight: 400;\"> &#8211; Pinpoint areas of friction or dissatisfaction at each touchpoint and take steps to address them, whether through process improvements, technology enhancements, or better training for staff.<\/span><span style=\"font-weight: 400;\"><br \/><\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><b>Personalize interactions<\/b><span style=\"font-weight: 400;\"> &#8211; Tailor communications and offerings to meet the specific needs and preferences of individual customers, leveraging data and insights gathered throughout the journey.<\/span><span style=\"font-weight: 400;\"><br \/><\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><b>Streamline processes<\/b><span style=\"font-weight: 400;\"> &#8211; Simplify and streamline interactions to reduce customer effort and make it easier for customers to achieve their goals, whether it&#8217;s making a purchase, seeking support, or providing feedback.<\/span><span style=\"font-weight: 400;\"><br \/><\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><b>Provide consistent messaging<\/b><span style=\"font-weight: 400;\"> &#8211;\u00a0 Ensure consistency in messaging, branding, and service delivery across all touchpoints to build trust and reinforce your brand&#8217;s identity throughout the customer journey.<\/span><\/li><\/ul><p><span style=\"font-weight: 400;\">By optimizing touch points along the customer journey, your business can create more seamless, cohesive experiences that drive customer satisfaction, loyalty, and advocacy.<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-99d4d83 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"99d4d83\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-981cf8b\" data-id=\"981cf8b\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-element elementor-element-53a19f3 elementor-widget elementor-widget-heading\" data-id=\"53a19f3\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Privacy and security in customer data<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-67e0034 elementor-widget elementor-widget-text-editor\" data-id=\"67e0034\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">Data privacy and security may not be the most glamorous aspect of CXM, but it directly impacts trust and loyalty &#8211; making it paramount in managing customer experiences.<\/span><\/p><p><span style=\"font-weight: 400;\">Mishandling or breaching customer data can lead to loss of credibility, legal consequences, and severe damage to brand reputation.\u00a0<\/span><\/p><p><span style=\"font-weight: 400;\">To comply with data protection regulations and ensure data security, all businesses should:<\/span><\/p><ul><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Obtain explicit consent for data collection and processing<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Implement robust data encryption and access controls<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Regularly update security measures and conduct risk assessments<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Train employees on data handling procedures and privacy compliance<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Transparently communicate data practices to customers<\/span><\/li><li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Continuously monitor and audit data practices for compliance and security<\/span><\/li><\/ul><p><span style=\"font-weight: 400;\">By prioritizing data privacy and security, you uphold customer trust and safeguard sensitive information. This lays important groundwork for positive experiences and long-term relationships.<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-bde07cc elementor-widget elementor-widget-image\" data-id=\"bde07cc\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"640\" height=\"188\" src=\"https:\/\/breadstack.com\/wp-content\/uploads\/2024\/02\/statistic-for-data-privacy-and-security-1024x300.png\" class=\"attachment-large size-large wp-image-17269\" alt=\"Statistic for data privacy and security\" loading=\"lazy\" srcset=\"https:\/\/breadstack.com\/wp-content\/uploads\/2024\/02\/statistic-for-data-privacy-and-security-1024x300.png 1024w, https:\/\/breadstack.com\/wp-content\/uploads\/2024\/02\/statistic-for-data-privacy-and-security-300x88.png 300w, https:\/\/breadstack.com\/wp-content\/uploads\/2024\/02\/statistic-for-data-privacy-and-security-768x225.png 768w, https:\/\/breadstack.com\/wp-content\/uploads\/2024\/02\/statistic-for-data-privacy-and-security.png 1366w\" sizes=\"(max-width: 640px) 100vw, 640px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a2d088d elementor-widget elementor-widget-text-editor\" data-id=\"a2d088d\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Source: <a href=\"https:\/\/www.cisco.com\/c\/en\/us\/about\/trust-center\/data-privacy-benchmark-study.html\">Cisco 2024 Data Privacy benchmark Study<\/a><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-fd597f1 elementor-widget elementor-widget-heading\" data-id=\"fd597f1\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Your path to growth through customer experience management<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b7f9a7d elementor-widget elementor-widget-text-editor\" data-id=\"b7f9a7d\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">It\u2019s a well-established fact that customers value positive experiences when making purchase decisions. CXM may be far-reaching, but when practiced well, it can give your business an unshakable foundation on which to build and grow.\u00a0<\/span><\/p><p><span style=\"font-weight: 400;\">The right software partner can set you up for CXM success by providing powerful, intuitive tools to learn about your customers and operations, and the right features to implement your strategy.<\/span><\/p><p><span style=\"font-weight: 400;\">Reach out to Breadstack for a free demo today.<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5838fa6 elementor-align-left elementor-widget elementor-widget-button\" data-id=\"5838fa6\" data-element_type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-md\" href=\"https:\/\/breadstacktechnologiesinc.zohobookings.com\/#\/customer\/book\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t<span class=\"elementor-button-text\">BOOK YOUR FREE DEMO<\/span>\n\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>How do small businesses stand out in a crowded marketplace and keep customers coming back for more? Sometimes, the fact that they sell unique or great-quality products is a big part of the answer. However, it\u2019s usually not the whole story. Businesses are much more than just products. Amazingly, 88% of customers report that the [&hellip;]<\/p>\n","protected":false},"author":12,"featured_media":17332,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":[],"categories":[61,30],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v20.5 (Yoast SEO v20.5) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>What is Customer Experience Management (CXM)? 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