What is Experience Management?
Experience is the new differentiator, and many of your customers are willing to pay more to receive the best service. Experience management tools allow you to capture tangible insights from customer feedback and interactions at every touch point, so you can monitor and manage your customers journeys and predict the effect of any business changes you implement. Meaning you can mitigate risks or boost positive sentiment, depending on the nature of the change. Plus, you can even use the same tool to boost agent engagement, through gamification, feedback, and other experiences.