cx/omni CXM cloud

The cx/omni CXM cloud is a Customer Journey Management Software designed to assist businesses of all sizes in mapping, modeling, and optimizing their customer journeys. According to the vendor, this versatile solution caters to a wide range of professionals, including Customer Experience (CX) Professionals, Marketing Professionals, Sales Professionals, Product Managers, and Service Professionals. Industries such as Retail, E-commerce, Financial Services, Telecommunications, and Healthcare are said to benefit from the features and functionalities offered by cx/omni CXM cloud.

Key Features

Customer Journey Mapping: According to the vendor, the software allows users to visualize the Customer Journey from the customer's perspective. It offers a hierarchical representation of phases, journeys, and touchpoints, along with customizable mapping styles and templates. Users can also enrich maps with images, videos, and documents.

Journey Modeling: The vendor claims that the software enables the integration of real-time data from web analytics, surveys, and CRM to analyze customer behavior and preferences along the journey. Users can create configurable journey dashboards for CX insights by combining sentiment analysis, CSAT trends, and KPIs.

Holistisches CX/UX-Framework: The vendor states that the software helps establish a unified journey mapping standard across the organization. Users can define a consistent taxonomy and terminology, as well as create an information architecture for data distribution. The software also aims to connect actionable insights with requirements management.

Sources & Files: According to the vendor, the software allows users to centralize CX knowledge with relevant insights and documents. Users can link research findings to specific touchpoints and journeys, creating a global repository accessible to all stakeholders.

Actionable Insights Orchestration: The vendor claims that the software helps translate insights into concrete action items. It offers a Difficulty-Impact matrix for prioritization and integrates insights with requirements management systems, facilitating collaboration between CX teams and product/service development teams.

Datenbankbasiertes Actionable Insights Management: According to the vendor, the software enables users to manage and organize insights such as pains, gains, needs, and requirements in a structured manner. Users can easily filter, search, and retrieve information, keeping track of insights along the customer journey and linking them to specific touchpoints or subjourneys.

Actionable Insights Cluster: The vendor suggests that the software allows users to group related insights together based on common themes or topics. This helps identify patterns and trends in customer feedback, providing a holistic view of customer needs and pain points to effectively prioritize and address insights.

Difficulty Impact Matrix zur Task-Priorisierung (Difficulty Impact Matrix for Task Prioritization): According to the vendor, the software offers an assessment of the difficulty and impact of each insight. It visually represents insights based on priority, allowing users to focus on high-impact and low-difficulty tasks for more efficient decision-making.

KI-basierte Textanalyse zur Themenclusterung (AI-based Text Analysis for Topic Clustering): The vendor claims that the software utilizes AI-based text analysis to automatically cluster insights into topics. This helps gain a deeper understanding of customer topics and sentiments, enabling users to address customer needs accordingly for enhanced customer satisfaction.

Tagging, Filterung und Abonnieren von Feeds (Tagging, Filtering, and Subscribing to Feeds): According to the vendor, the software allows users to tag, filter, and subscribe to feeds of insights. This helps organize and retrieve insights based on specific criteria or categories. Users can narrow down insights based on parameters such as sentiment or touchpoint and receive updates and notifications about specific insights or topics of interest.