CXM Without a CRM? No Problem!

Customer Experience Management technology or CXM is a newer technology that builds a comprehensive record of a customer’s entire customer journey, from beginning to end.

It serves as an organization’s source of truth by drawing in data on interactions from multiple systems that may include CRM, legacy systems, or partner platforms. When data flows freely among the enterprise and its partners, customer support is more robust, and customer satisfaction is higher. Forrester reported a drop in customer experience (CX) scores in 2021 in their US 2022 Customer Experience Index. It was the largest drop since they launched the report.

As organizations grapple with financial outcomes that follow unhappy customers and seek quick fixes, they are hit with nearly 2 billion search results on “customer experience.” No wonder they are unclear on the best path to effectively address CX.

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