CX Intelligence

Customer Experience (CX) intelligence pairs digital transformation frameworks with modern data collection practices to uncover insights about your customer’s motivations and behavioral triggers. This type of intelligence sets companies apart from the average ones by analyzing and executing Big Data through a more customer-centric culture.

Companies that leverage CX intelligence continue to disrupt and become more transformative leaders of tomorrow because of their ability to use data to fuel insights-driven decisions. This goes well beyond scaling production or adding features to products. It’s about maintaining a human connection with buyers.

Uncovering a 360º View of the Customer

CX intelligence requires that an organization clearly understand the emotional and logical triggers that motivate a customer to engage with the brand. Without this, it becomes much harder to align offerings with the market’s demands. In turn, organizations could struggle to stay relevant, potentially sending them down the path of obsolescence.

Uncovering the 360-degree view of the customer empowers organizations to create more personalized experiences. Through CX intelligence, companies can leverage behavioral insights and address emotional and logical needs faster. By layering these critical aspects on top of each other — behavior, emotional triggers, and logical needs — the business is better equipped to achieve powerful internal and external growth rooted in experience.

Behavioral Insights Across the Customer Journey

CX intelligence works best when a framework can work alongside the data points to keep the guardrails up as strategic decisions are made. Without having these guardrails in place, organizations rely on assumptions rather than data from feedback loops, potentially sending teams down the wrong path.

Aligning human instinct with CX intelligence means organizations can pair human instinct with data to mitigate experiential gaps as customers progress through their journey. Looking at the journey through this lens allows teams to solve difficult problems from a strategic level rather than chasing one-off tactics. Going after one-off initiatives, such as coding a new webpage or designing a new logo, doesn’t create experiences. Although those elements are great and can have an impact, real growth comes with bigger initiatives.

CX intelligence helps brands get down to the nuances of behavioral economics to create strategic growth on the front end and sustainable loyalty post-purchase.

A Focus on the Customer’s Loyalty Lifecycle

Using CX intelligence to lift brand experience as a competitive differentiator is no easy feat. Innovation requires organizations to align their offers and brand with market expectations. This requires teams to undergo complex initiatives with a healthy amount of analytical rigor and through the lens of a solid framework steeped in business and CX intelligence.

Taking a holistic approach to uncover what inspires customers to act and how you can leverage those behaviors for repeat business is critical to long-term relevancy and success. Intelligent operations put organizations in a position to build revenues, reduce costs and increase retention.

How CX Intelligence Impacts the Bottom Line

Customer Experience (CX) Terms

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