Customer experience automation (CXA)
Treat every customer like your most important — whether you have 10 or 10 million
Customer experience is everything
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A great product is no longer enough to keep customers coming back
The experience must be great too
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And buyers are looking for more personal connections
This is why craft, bespoke, and small-batch everything is so successful
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“Time” is the biggest barrier to a great customer experience
When there aren’t enough hours in the day, relationships fall through the cracks
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But an “okay” customer experience is not okay
The difference between a 4.6 and 4.9 review is everything
The four pillars of Customer Experience Automation
Orchestration
Don’t replace Shopify, Facebook, or any of the channels you already use, orchestrate across them.
Since no two businesses are truly alike, Customer Experience Automation allows businesses to build the toolset that makes the most sense for their model, then orchestrate personalized experiences across it. “Orchestration” isn’t just a fancy word for plumbing, it’s about making your existing toolsets exponentially more powerful by connecting them to the broadest set of customer data. True orchestration makes best-in-class tools smarter, with every integration adding value to the entire ecosystem.
Segmentation
Don’t segment buyers by cohorts, segment by individuals.
The modern buyer generates such a large amount of data, it’s impossible for humans to keep track. But in order to send personalized communications, you need to understand what each person values, where they are in the customer lifecycle, and more. Customer Experience Automation tracks buyer preferences, behavior, and many custom attributes across the entire customer lifecycle, so you have the broadest possible data set for segmentation. Customize sends based on almost any parameter, so your messages are always targeted for the right audience.
Personalization
<Hi Name> is not true personalization
Your customers expect personal experiences, but you don’t have the time to serve each person one by one. What if you could create a completely new experience for every person? What if no one – even members of the same group – experienced the exact same thing? Customer Experience Automation uses data from the entire customer lifecycle to choose the best content, send time, and delivery channel for each customer, so you can create entirely customized campaigns with minimal effort. Replicate the 1-1 personal experience for every customer, no matter how big your business gets.
Automation
Don’t just offload busywork, enhance your entire customer strategy with AI.
Old-school marketing automation tools can still require a lot of work. First you have to guess what people are interested in, then you have to build automations by hand (and change them by hand as your business shifts.) Customer Experience Automation looks at all your customer information, highlights what works best for each individual, and helps you improve your send strategy in real time based on customer behaviors. When you can provide each customer with the best possible experience in your sleep, it’s like getting an extra employee (without needing an extra desk.)
Orchestration
Don’t replace Shopify, Facebook, or any of the channels you already use, orchestrate across them.
Since no two businesses are truly alike, Customer Experience Automation allows businesses to build the toolset that makes the most sense for their model, then orchestrate personalized experiences across it. “Orchestration” isn’t just a fancy word for plumbing, it’s about making your existing toolsets exponentially more powerful by connecting them to the broadest set of customer data. True orchestration makes best-in-class tools smarter, with every integration adding value to the entire ecosystem.
Segmentation
Don’t segment buyers by cohorts, segment by individuals.
The modern buyer generates such a large amount of data, it’s impossible for humans to keep track. But in order to send personalized communications, you need to understand what each person values, where they are in the customer lifecycle, and more. Customer Experience Automation tracks buyer preferences, behavior, and many custom attributes across the entire customer lifecycle, so you have the broadest possible data set for segmentation. Customize sends based on almost any parameter, so your messages are always targeted for the right audience.
Personalization
<Hi Name> is not true personalization
Your customers expect personal experiences, but you don’t have the time to serve each person one by one. What if you could create a completely new experience for every person? What if no one – even members of the same group – experienced the exact same thing? Customer Experience Automation uses data from the entire customer lifecycle to choose the best content, send time, and delivery channel for each customer, so you can create entirely customized campaigns with minimal effort. Replicate the 1-1 personal experience for every customer, no matter how big your business gets.
Automation
Don’t just offload busywork, enhance your entire customer strategy with AI.
Old-school marketing automation tools can still require a lot of work. First you have to guess what people are interested in, then you have to build automations by hand (and change them by hand as your business shifts.) Customer Experience Automation looks at all your customer information, highlights what works best for each individual, and helps you improve your send strategy in real time based on customer behaviors. When you can provide each customer with the best possible experience in your sleep, it’s like getting an extra employee (without needing an extra desk.)
Customer Experience Automation enhances every software category
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Email Marketing
Pull data from the entire customer lifecycle to continually refine your email marketing effectiveness
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Marketing Automation
Connect the dots between your team, your website, and your marketing campaigns for a more personal customer experience
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CRM
Get sales out of the silos and align day-to-day tasks more closely with current customer challenges and marketing campaigns
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Account Management
Connect email, live chat, and text interactions so all teams are aware of support issues, upsell opportunities, and more
CXA helps companies across all industries
Every company can benefit from a better customer experience. With 100k active customers around the globe, here are some of the most common industries we’ve worked with.
B2C
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E-Commerce
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Non-Profit
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Education
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Entertainment
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Fitness
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Healthcare
B2B
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Software
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Biotechnology
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IT Services
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Pharmaceutical
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Finance
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Consulting
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Countries Worldwide
How CXA helps you drive every key business metric
Warm fuzzies are great, but what really happens when you give customers a meaningful and authentic experience? They buy more, spend more, stick around longer, and tell their friends.
Increased conversion rates
A high-impact recommendation conveying a relevant message is up to 50 times more likely to trigger a purchase than a low-impact recommendation.
Increased purchase frequency
49% of buyers have made impulse purchases after receiving a more personalized experience.
Increased purchase values
86% of buyers will pay more for a product or service if they receive a better customer experience.
Higher referral rates
Loyal customers are four times more likely to refer a friend to the company.
Reduced churn
Over 70% of all customers who leave a company for its competition have no problem with the product. Their main issue is with the customer care offered.
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Company growth
Companies with a customer experience mindset drive revenue 4-8% higher than the rest of their industries.
Increased customer lifetime value
Consumers with an emotional connection to a brand have a 306% higher lifetime value.
Reduced cost-to-serve
Offering a high-quality customer experience can lower the cost of serving customers by up to 33%
Increased conversion rates
A high-impact recommendation conveying a relevant message is up to 50 times more likely to trigger a purchase than a low-impact recommendation.
Increased purchase frequency
49% of buyers have made impulse purchases after receiving a more personalized experience.
Increased purchase values
86% of buyers will pay more for a product or service if they receive a better customer experience.
Higher referral rates
Loyal customers are four times more likely to refer a friend to the company.
Reduced churn
Over 70% of all customers who leave a company for its competition have no problem with the product. Their main issue is with the customer care offered.
Company growth
Companies with a customer experience mindset drive revenue 4-8% higher than the rest of their industries.
Increased customer lifetime value
Consumers with an emotional connection to a brand have a 306% higher lifetime value.
Reduced cost-to-serve
Offering a high-quality customer experience can lower the cost of serving customers by up to 33%
CXA helps every part of the business meet its goals
Point solutions put people in silos, while all-in-one platforms force companies to pay for functionality they don’t need. CXA connects the dots between best-in-class tool sets and gives everyone a connected view of the customer.
CXA for Marketing
Engage like you have a personal marketer for everyone in your database. Get a 360° view of each unique contact and create highly personalized campaigns across the entire customer lifecycle.
CXA for Sales
Sell the right things to the right people at the right time. When you interact with every contact like you’ve known them for years, you build more authentic relationships and get better results. Tailor communications based on full visibility into what customers care about most.
CXA for Service & Support
Account managers know more about the customer than anyone in the company, so why not leverage your expertise to improve messaging, help predict customer issues, and prioritize outreach based on the greatest need.
The CXA difference
Automate completely unique experiences for your customers in minutes.
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