Empowering voices: Find serenity in knowing that every voice matters
Empowering voices: Find serenity in knowing that every voice matters
The journey to sustainable business success
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
Voice of the Customer
- Build a quality & quantity listening portfolio.
- Leverage data to create customer insight.
Customer Research
- Inform CX projects through customer research.
- Build a customer research competency.
- Understand CustomerThe first pillar — the foundation of an organization — starts with the ability to deeply understand and empathize with the customer experiences across the whole organization.1
Voice of the Customer
How the organization collects, analyses, and responds to customer feedback.2Customer Research
The abilities of conducting qualitative & quantitative customer research. - Customer Experience Strategy3
Metrics
Measure and analyze CX performance.4Strategy
How the organization develops its strategy and prioritizes CX investments.5Personas and Journeys
How the organization designs and iterates customer journeys and personas.6Technology
How technology is used and prioritized to impact current and future CX capabilities. - XM Across Organization7
Purpose
Why the organization is motivated to improve the CX and how it justifies investments in CX.8Customer Centric Culture
How the organization motivates customer-centric values and behaviors9Roles & Governance
How the organization structures CX roles, provides oversight, and ensures collaboration on the CX
The 05 levels of business CXM maturity
In Level 1 the organization's approach to CX is fragmented, siloed, unstructured, inconsistent, and lacking critical data and insight.
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.
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.
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.
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.
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 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.
Stages to activate CXM Program for Business
Stage 1: Investigate
Stage 2: Compete
Stage 3: Differentiate
Stage 1: Investigate
Level 1-2: Ad-hoc & EstablishingUltimate Listening Group1Voice of CustomerCustomer Experience Strategy4MetricsXM Across Organization9Roles & GovernanceStage 2: Compete
Level 3-4: Mobilize & ScaleUltimate Listening Group2Customer ResearchCustomer Experience Strategy3Strategy5Personas & JourneyStage 3: Differentiate
Level 5: EmbeddedCustomer Experience Strategy6Advanced TechnologyXM Across Organization8Customer-centric Culture
From day 01: Launch your first CXM program and transform the customer experience
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.