CXソフトウェアの機能を見逃していませんか?
2025年1月16日
カスタマーエクスペリエンス
あなたのブランドに最適なカスタマー・エクスペリエンス・プラットフォームを見つけるための便利なチェックリストをまとめました。
It’s the start of a new year and you know what that means, in with the new and out with the old. With any luck, you’ve Marie Kondo’d your closets, your kids’ piles, and, if you’ve been really ambitious, you’ve even cleared up some free space in your basement or garage. What’s next? While you’re riding high on all those feel-good decluttering endorphins, let’s talk about one more thing that may be in need of a refresh — your customer experience (CX) tech stack.
Whether you’re exploring your options for new CX software in 2025 or want to do a quick gut check to make sure the customer experience platforms and tools you’re already using are up to today’s standards, we’ve got you covered with four quick questions you can ask yourself to see if your current customer experience solutions (or the ones you’re considering) have what it takes to set you up for success.
CX Software Evaluation Checklist | |
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Does your platform include… | |
…powerful AI capabilities? | |
…seamless accountability for employees? | |
…comprehensive, real-time data analysis? | |
…end-to-end, all-in-one, comprehensive CX and employee experience (EX) offerings? | |
If you answered “No” to one or more of the questions above, it’s time to rethink your CX software options. |
OK, you’ve completed the checklist. Now what? Ahead we’ll review why each of these components is so important.
4 Critical CX Software Features Your Team Needs in 2025
1. Powerful AI capabilities
Using AI for customer experience can enable your team to improve the quality of your data analysis, unlock insights faster, scale your customer communications, enhance personalized customer experiences, accelerate time to resolution, free up your employees’ time, and boost operational efficiencies and cost savings, to name just a few of the top CX and AI use cases and benefits.
But not just any artificial intelligence will do. The platform you select needs to demonstrate a clear commitment to responsible AI practices.
2. Seamless accountability for employees
The CX software you choose should offer personalized, role-based dashboards and alerts so the right people have access to the information they need, when they need it, so they can take action to quickly close the loop with customers when they need attention, drive operational improvements, and enhance business outcomes.
3. Comprehensive, real-time data analysis with AI-powered recommendations and automated actions
There’s a new business mandate for companies looking to remain competitive in a tight marketplace and that’s to embrace predictive analytics. Being able to anticipate what’s coming next — or, even more, being able to understand how to solve for what’s ahead — helps organizations evolve in alignment with ever-changing customer needs as cultural, economic, and consumer trends shift.
Real-time CX analytics act as an early warning system for brands, enabling organizations to identify emerging issues and trends that require immediate attention to fuel data-driven decision-making and AI-powered solutions take things one step further by generating recommendations and enabling automated actions in the moment to help your brand boost your KPIs.
4. End-to-end, all-in-one, comprehensive CX and EX offerings
No matter where your customers are interacting with your brand, you want your customer experience solution to capture — and make sense of — every signal that matters across all of your touchpoints and customer journeys. That way, no customer (and no customer trend) slips through the cracks.
Not only that, but because customer experience and employee experience are connected, you’ll want a system that can shed light on how your company’s CX and EX are impacting each other. By bringing all of your key CX and EX data together in one comprehensive customer experience solution, you’ll be better equipped to get a complete view of your customers and employees, create seamless journeys, and drive loyalty at every touchpoint, fueling stronger business outcomes.
Are you 100% confident in your CX solution?
Even if you think you made the best choice at the time you made it, the tools in your tech stack or on your wish list may no longer be the best platforms available right now. Check out The Checklist Every Experience Leader Needs, which breaks down seven essential criteria for evaluating potential CX solutions to vet your options further.