Name: Encompass-CX
Author: Encompass CX

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Encompass-CX is a Customer Experience Management application designed specifically for medium to large companies. According to the vendor, it provides real-time visibility into customer data, enabling sales teams, customer success teams, account managers, marketing teams, and consulting services to enhance the overall customer experience. With its comprehensive features, Encompass-CX is positioned as a tool that can potentially improve customer satisfaction, increase revenue, and support data-driven decision making.

## Key Features

**Real-Time Visibility**: According to the vendor, Encompass-CX offers a cloud-based dashboard that provides real-time insights into revenue, renewals, and retention, offering visibility to relevant stakeholders.

**Revenue Growth**: The vendor claims that Encompass-CX can help identify cross-sell opportunities, reduce churn, and potentially turn at-risk clients into loyal customers, aiming to increase revenue and improve customer lifetime value.

**Happier Customers**: According to the vendor, Encompass-CX aims to ensure that customer perception of products and services exceeds expectations by facilitating the measurement and analysis of customer feedback, with the goal of driving improvements and enhancing the overall customer experience.

**Data Collection**: Encompass-CX, as per the vendor, enables the gathering of post-sale data points, service metrics, support tickets, and email exchanges, along with onboarding assessments, to understand the customer journey and consolidate data from disparate systems for comprehensive analysis.

**Data Measurement**: The vendor states that Encompass-CX facilitates the accurate measurement of the client experience and the analysis of customer feedback to identify trends and insights, delivering actionable metrics to relevant teams and stakeholders.

**Data Distribution**: According to the vendor, Encompass-CX allows for the distribution of customer data to product and service teams, aiming to achieve real-time visibility into revenue, renewals, and retention, and enabling data-driven decision-making across the organization.

**Customer Scoring Metrics**: Encompass-CX, as per the vendor, offers unique scoring metrics to determine buyer intent and identify at-risk customers, aiming to accurately pinpoint those who require attention and are poised for churn, while measuring customer health and identifying areas for improvement.

**Task Management**: The vendor claims that Encompass-CX facilitates the assignment of tasks for individual clients based on customer feedback, allowing for the creation of a tailored communication strategy to address areas for improvement and improve customer satisfaction and loyalty through proactive engagement.

**Custom Reporting**: According to the vendor, Encompass-CX allows for the building of custom reports based on client climate, practice, and promoter scores, with the aim of analyzing dimensions of customer satisfaction and gaining insights into individual client experiences to tailor strategies accordingly.

**Machine-Learning API**: Encompass-CX, as per the vendor, leverages machine learning to measure the client experience based on various data sources, enabling the analysis of behavioral, psychographic, and fact-based customer data, with the goal of predicting future customer engagement trends and driving proactive actions.

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Customer Experience Management (CX, or CXM, or alternately CEM) is an approach to guiding the customer experience with an emphasis on personalization, customer journey, feedback, knowledge, and self-teaching. CXM platforms present a centralized place to oversee and manage the customer experience through integrations with a web content management system, a CRM, and other sources of data to improve customer engagement and enhance the online user experience.

Customer Experience Management

Encompass CX

Customer experience management

Features that allow businesses to track customer sentiment and feedback, analyze and optimize the customer journey, and personalize content and website experiences for users.

Multi-channel customer feedback collection

The ability to collect qualitative and quantitative feedback from customers across a range of inputs. These could include in-app polls and surveys, email surveys, comments made on social platforms, SMS / messaging comments, NPS score, customer contributed videos, and focus group interviews.

Product usage analytics

The ability to see how, where, and when users are using your platform (e.g. how long users spend on a page, which actions they take, etc.)

Customer experience profiles

Profiles that correspond to individual customers or accounts and display a record of interactions your brand has had with that customer.

Customer experience dashboard

A dashboard that shows an aggregated view of things like customer sentiment, churn risk, qualitative and quantitative feedback, etc.

Customer journey mapping

The ability to map out the journey your customers take by persona.

Churn risk scoring

A score or metric that predicts how likely a given customer or account is to churn. This may be more relevant for B2B companies.

AI-powered recommendations

Customer experience optimization recommendations that are driven by AI-recommendations.

Website A/B testing

The ability to A/B test your website and optimize parts of the customer experience with your product.

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Encompass-CX

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What is Encompass-CX?