What is a customer experience platform?

A customer experience platform is a set of tools designed to help organizations manage, optimize, and enhance the interactions they have with their customers across various touchpoints. The goal is to ensure that every interaction a customer has with a brand is consistent, personalized, and positive, regardless of the channel—whether it's online, in-store, through a mobile app, or via customer support.

Meet integrated marketing and service for increasing ROI.

With a connected data foundation, marketing and service teams can increase customer satisfaction, improve retention, and build customer lifetime value.

Improve customer retention.

Mindful Marketing

Use service case data to inform journey decisioning, like suppressing large-scale campaigns from customers with open or recent cases, or personalizing offers based on case outcomes.

Enhanced Cross-Sell and Up-Sell Opportunities

Send personalized suggestions based on purchase history or intent. Use Einstein to determine next best offers and tailored upsell opportunities for customers — driving repeat purchases at scale.

Connected Win-back and Re-engagement Campaigns

Reconnect with dormant customers, revive interest, and win them back. Use service data to create more precise audience segments to identify inactive customers most likely to re-engage.

Increase customer satisfaction.

Preferential Reach Out

Use customers' preferences, pain points, and priorities to personalize proactive service. With connected marketing insights, service agents have the context across every touchpoint to deliver tailored outreach and support.

Proactive, Personalized Journeys

Power more relevant, personalized experiences in every marketing journey. Use service data to build audience segments based on engagement from across the lifecycle — like loyalty status, repeat buyers, or open customer service cases.

Simplify Customer Interactions

Help customers engage your brand on their terms with two-way messaging. With real-time channels like SMS or WhatsApp, foster meaningful dialogue and gather real-time insights from customers as they share their opinions and experiences.

Accelerate Time to Value

Enhance Onboarding

Activate personalized onboarding journeys that proactively address customer needs. With automated welcome journeys, you can reduce service case volume and agent escalations.

Automated Renewal Journeys

Keep customers informed and engaged with upcoming renewal and service reminders. Whether it's a subscription renewal, scheduled maintenance, or product upgrade, keep your brand top of mind with timely reminders and connected interactions.

Activate Real-Time Website Data

Use real-time website data to personalize service conversations by giving agents live visibility into site engagement. Use that same data to trigger automated marketing messages, personalized journeys, and next best actions.

Reduce contact and case volumes.

Self-Service Experiences

Unify channel experiences into a consistent customer conversation — from promotion to support. With connected chatbot workflows, enable self-service transactions, like appointment booking and offer redemptions.

Deflect Inbound Inquiries with Personalized Content

Automate personalized responses to customer inquiries — all from a single platform. Provide related content like support articles and educational content to deflect future problems.

Real-time Transactions

Deliver time-sensitive transactions with unified campaign and service journeys — making every moment connected across the lifecycle.