According to PwC, 86% of the buyers are willing to pay more for a great customer experience. So, if you’re not taking customer experience seriously, then you’re leaving revenue on the table for businesses.
Customer service has become important in today’s digital world. In fact, studies show that 96% of the customers say that customer service is important in their choice of loyalty to a brand.
The way a brand handles customer service today directly impacts whether customers stay loyal or walk away. So, the real question is: How do brands keep up, stand out, and stay ahead?
That’s where a Customer Experience Management Platform (CXM) helps in changing the game for businesses.
Top 6 Benefits of Using a CXM Platform
Customer expectations are raised higher than ever, and it’s not slowing down. Brands need a lot more than a customer service tool now. They now need a platform that unifies customer data, automates interactions, and delivers smarter, more personalized experiences. That’s exactly what a Digital Customer Experience Management Platform is built for.
Here’s how businesses can transform the way they connect, support, and grow through a digital customer experience management platform:
- Centralizes Customer Data for a 360-degree View
A customer experience platform provides a comprehensive perspective on the user journey by collecting and unifying customer data from all customer touchpoints.
Key Benefits:
– Provides a complete customer journey map from first interaction to latest feedbacks
– Allows teams to personalize communications - Streamlines Communication Across Teams
A CX platform guarantees that every department is working on the same data and the same customer insights.
Key Benefits:
– Supports cross-functional workflows and visibility
– Ensures coordination between teams
– Provides a consistent brand voice across all channels - Automates Repetitive Tasks
It enables automation through ticket routing, customer segmentation, and campaign management, allowing teams to focus on high value tasks.
Key Benefits:
– Reduces human error and manual overload
– Increases operational efficiency across functions - Provides Customer Insights
Having full visibility of feedback and sentiment across multiple channels enables teams to quickly respond, often resulting in better customer satisfaction and retention.
Key Benefits:
– Analyzes customer sentiment and intent instantly
– Gives teams the ability to take proactive measures based on valuable insights - Improves Personalization with AI
The CX platform utilizes AI to understand customer behaviours and allows organizations to create relevant and valuable connections, ultimately leading to increased sales and loyalty.
Key Benefits:
– Provides personalized product recommendations and content suggestions
– Increases engagement and conversion - Betters Your Decision-Making
The CX platform enables brands to convert data into actionable insights, exposes trends and pain points for better decision-making and better strategies.
Key Benefits:
– Enables trend analysis and performance tracking
– Supports faster and more confident decision-making
Don’t Believe Us? Here’s How Leading Industries Are Boosting Customer Experiences Using CXM Platforms
1. Retail & E-Commerce
- Brand: Myntra
- What they did: Introduced AI-powered tools such as Maya, a conversational virtual influencer, MyFashionGPT, MyStylist, and advanced size-fitting recommendations. Maya interacts with customers in natural language and offers product suggestions from Myntra’s vast catalog based on situation-specific prompts.
- Impact: AI features account for nearly 45% of revenue through size recommendations. (Source: Vogue Business)
2. Telecom & Software
- Brand: Tata Docomo
- What they did: Launched the first CRM-driven digital campaign in prepaid telecom by leveraging Facebook messaging. This initiative allowed customers with personalized data plans based on CRM data.
- Impact: A 10× higher CTR and deep personalization engaging users with tailored communication. (Source: SocialSamosa)
3. E-commerce
- Brand: Flipkart
- What they did: Implemented voice search in multiple languages, and integrated AR for visual shopping experiences.
- Impact: Flipkart officially rolled out voice search on its core app, supporting 150M+ products and reported over 5 million daily voice queries, citing 3× faster usage in English and 5× faster in Hindi. (Source: Business Today)
With fast-evolving customer journeys, brands struggle to keep pace. That’s where Locobuzz comes in. More than just a customer experience solution, Locbuzz is a unified CX Intelligence platform designed to tackle the complexities of modern customer interactions. It empowers brands to understand customers, competitors, campaigns, and influencers, while identifying trends and market shifts to gather actionable insights. With AI-led automation at its core, the platform streamlines customer engagement and automates time-consuming tasks for agents. From scheduling to publishing on all social platforms, Locobuzz makes managing digital experiences effortless.
Delivering Better Experiences with CXM
A digital customer experience management platform has become the latest and most essential technology for brands today. A CXM Platform has opened a lot of opportunities for brands. Brands can actually cut through the noise, unify conversations, and act on insights that make a difference.
You, too, can turn a good customer experience of your brand into a great one. A CXM platform isn’t just a tool, it’s the foundation for faster resolutions, deeper insights, and truly connected customer experiences. For businesses who are genuinely serious about becoming customer-centric, investing in the best customer experience platform is not a choice, but a competitive necessity.
