Experience Management is an on-going process of listening and exploring opportunities for business improvement by delivering great experiences to customers and motivating employees to live and breathe by your brand. Research has shown that there’s a significant gap between customers receiving a superior customer experience and CEOs believing that experience is being delivered. To be truly customer centric, one must embrace experience management as the new marketing by listening to both the customer and employee for continuous areas of opportunity.

Not only can ECENTA help build out the experience management strategy and implement the technology, but we can also help you understand the statistical findings. By understanding the key drivers that matter to your business, we can help you build out dashboards that help inform various levels of stakeholders in your organization. Experience management helps:

• Resolve customer issues faster to reduce revenue attrition and increase loyalty
• Identify improvements with the biggest impact on the experience and your bottom line
• Improve overall customer experience rooted in real-time customer data
• Uncover insights managers and leaders need to close experience gaps and improve engagements
• Optimize training to develop employees and deliver tangible results in performance and development
• Identify what’s most important to your people with in-depth studies to identify the ideal benefits package to suit your budget

Download our guide to learn more about our Qualtrics Experience Management practice.