CEX360 Omnichannel CX Planning

CEX360 Omnichannel CX Planning is a SaaS AI-based solution created for pharmaceutical and life science companies. According to the vendor, it offers advanced decision support and omnichannel customer journey orchestration, aiming to transform customer engagement and deliver tailored experiences across multiple channels. The product targets global, regional, and local teams within pharmaceutical and life science companies, including sales and marketing teams, commercial excellence teams, customer experience professionals, and pharmaceutical professionals.

Key Features

Customizable Segmentation: According to the vendor, CEX360 Omnichannel CX Planning allows users to select relevant personas and customer segments based on local CRM data. Users can design customer-centric campaigns tailored to the specific needs, preferences, and importance of each segment.

Omnichannel Customer Journey Design: Users can seamlessly design omnichannel customer journeys that span across multiple channels and functions. They can identify unmet needs in the patient journey, define strategic objectives, and establish key communication objectives, as claimed by the vendor.

Actionable Customer Engagement Guidance: The touchpoints planned in the campaigns automatically generate actionable customer engagement guidance, according to the vendor. This guidance extends to the local representative level, informing field team cycle plans for local execution.

Integration with Existing Ecosystem: The vendor states that CEX360 Omnichannel CX Planning easily integrates with the user's current ecosystem, including CRM, Content Vault, Business Intelligence, and Data Warehouse. It provides full visibility into all cross-functional customer interactions designed for each segment and individual healthcare professional (HCP).

Efficient Planning and Resource Allocation: Users can optimize budgets and resource allocation through flexible planning and engagement simulation scenarios, as claimed by the vendor. They can streamline operations by eliminating the hassle of back-and-forth emails, fragmented work, and redundancies.