Empowering voices: Find serenity in knowing that every voice matters

By understanding what customers truly want and need, companies can tailor their products, services, and experiences to meet those expectations and gain a competitive edge.

The journey to sustainable business success

Cultivating a deep understanding of our customers' needs and desires is essential to the success of our business. The Voice of the Customer is the key to unlocking valuable insights that can help us improve our products, services, and experiences

What is CXM?

Customer experience management (CXM) is the discipline of understanding customers and deploying strategic plans that enable cross-functional efforts and customer-centric culture to improve satisfaction, loyalty, and advocacy.


9 elements of the CXM Competency Framework

At Filum, we follow the CXM Framework from Gartner that combines 03 pillars with 09 elements forming a competency framework on Customer Experience Management - helping businesses build long-lasting relationships, outstanding customer experiences, and sustainable competitive advantages.

The 05 levels of business CXM maturity

Assess your business's CXM maturity level with our expert evaluation. Learn how to improve customer experience at every level, from basic to advanced, and achieve your CX goals. Take the first step towards business growth today.
Level 1: Ad-hoc

In Level 1 the organization's approach to CX is fragmented, siloed, unstructured, inconsistent, and lacking critical data and insight.

Level 2: Establishing

In Level 2, CX leadership is being implemented or is established but is not yet performing. CX capability gaps are explored, and the proper CX procedures, policies, methodologies, data and tech are evolving.

Level 3: Performing

In Level 3, CX leaders are well established and have solidified a core central team, along with clear linkages to functional CX leaders. Most or all CX processes operate effectively to identify and resolve customer problems.

Level 4: Optimizing

In Level 4, the CX program is consistently funded and supported top-down across all departments. CX efforts focus equally on solving problems and generating innovative ideas to meet and exceed customer expectations.

Level 5: Embedded

Level 5 is rarely attained and requires a top-down customer-centric culture that influences the day-to-day actions and decisions of employees at every level.

The stages of CXM Activation
A roadmap for businesses looking to move beyond a basic CXM program and unlock the full potential of customer experience management.

From day 01: Launch your first CXM program and transform the customer experience

Revolutionize your customer experience with our solution - a tailored solution that combines cutting-edge technology and expert strategies to deliver exceptional customer satisfaction and loyalty.
Pay as you grow

As your business grows, our Listening Engine helps you easily get more insights by connecting experiences with more touch-points, channels and business operational data.

Consulting services

Tailored CX training and workshops for your business. We help you kick off your first CXM project with practical, action-based consultations and built-in campaigns that drive growth.

Scale & secure your data

Our infrastructure is built to scale.
Filum XM Platform support all size of business with powerful and securely system.

Start smart, pay as you grow


Filum Solution includes the software license, resources, and consulting service that can be tailored to meet your organization’s individual needs.