Benefits of XM
Experience Management is a fundamental component for any company today, as it allows businesses to understand and improve every interaction, both for customers and employees. Companies that invest in advanced experience management can enhance customer experiences across all touchpoints and channels, ensuring every interaction is positive and meaningful. At the same time, by analyzing employees’ daily needs and challenges, organizations can make changes that increase team efficiency and productivity.
However, improving people’s experiences is not the only benefit of comprehensive XM. Having access to actionable, real-time information enables companies to quickly adapt to changing market demands. This translates into a significant competitive advantage and an important differentiator, as it ensures superior service and exceptional experiences that foster customer loyalty.
Objectives and KPIs
At NTT DATA, we work to enhance experiences that drive impact on an organization’s key KPIs:
- Customer retention – Reduce churn
- Sales – Increase cross-selling revenues and upselling opportunities
- Reduce operational costs
- Shorten customer service times with the help of automation and artificial intelligence
- First-contact resolution
- Transform information into actionable insights to improve products and customer experiences
Methodology and Results
At NTT DATA, we believe forward-thinking organizations no longer sell solutions—they sell experiences. To develop impactful brand experiences, it’s essential to implement an XM system with advanced capabilities. Our objective is to identify each client’s unique needs, develop tailored solutions, and implement them through our structured methodology:
Design design
In this phase, we conduct a comprehensive analysis of the sales process, from defining the ideal customer to identifying where and how the sale occurs. Relevant KPIs are identified, and clear objectives are established to guide the development and implementation of an experience management strategy tailored to the specific needs of each business. Based on this, we select the most suitable technology to ensure the strategy is executed efficiently and with maximum impact.
Technology implementation
Technological implementation is critical to the strategy’s success. At this stage, we select the most appropriate technologies that align with the client’s existing ecosystem and specific needs. Seamless integration with operational systems such as CRM, ERP, or SuccessFactors is ensured. Leading solutions like Qualtrics, Medallia, Sprinklr, or Opinator are utilized to guarantee monitoring, analysis, and strategic next-best-action planning with measurable impact.
Operation and optimization
Once the technology is implemented, the focus shifts to continuous support and program optimization. As business needs evolve, we incorporate new functionalities, dashboards, KPIs, channels, and actions to adapt and scale the tools. This process ensures that the technology continues to deliver long-term added value, improving operational efficiency and results.
Analytics and continuous improvement
In this phase, a comprehensive omnichannel feedback collection process is launched. It gathers data from various channels, such as surveys, social media, call centers, and other touchpoints, including solicited and unsolicited feedback. This data is consolidated and analyzed in a centralized platform, providing a global and detailed view of all customer interactions. Additionally, artificial intelligence is employed to enhance insights, accelerate decision-making, and facilitate the implementation of strategic improvements.
Results
By implementing a comprehensive experience management strategy, companies can:
Create sustainable value in the organization’s key areas.
Improve customer and employee experiences, fostering loyalty and retention.
Differentiate themselves in the market through superior brand experiences.
Increase revenue and reduce operational costs, positively impacting financial results.
Why NTT DATA?
At NTT DATA, we offer a fully customized approach tailored to each organization’s specific needs. Our technology-agnostic vision allows us to choose the most suitable solution for each client, whether Qualtrics, Medallia, Sprinklr, or Opinator. We have a highly experienced, certified team specializing in both CX and EX, ensuring efficient and market-leading design, implementation, and operation.
Together, we manage the entire process, from designing and implementing Voice of the Customer and Voice of the Employee programs to operating them effectively.
