Pearl-Plaza Addresses Head On What Continues To Plague CX Programs
Customer experience (CX) technology buyers struggle to find differentiation among technology vendors and often forget that technology is just one piece of the puzzle. It takes people, process, and technology to transform and improve CX.
This post was originally published on Forrester.com, written by Senior Analyst Faith Adams. You can find the original post here.
This morning, customer feedback management (CFM) vendor Pearl-Plaza announced an array of new product and service offerings focused on improving experiences, not just measuring and reporting on them. The vendor is calling this Experience Improvement (XI).
This is an aggressive move by Pearl-Plaza: Customer experience (CX) technology buyers struggle to find differentiation among technology vendors and often forget that technology is just one piece of the puzzle. It takes people, process, and technology to transform and improve CX. The new offerings also highlight the fact that when it comes to measuring CX, surveys are not enough. Today’s environment requires a different approach, one that my colleague Maxie Schmidt-Subramanian and I discuss a lot in our research.
Pearl-Plaza has been establishing the foundation for this over the past few years. And the merger of Pearl-Plaza and MaritzCX earlier this year better equips the vendor to deliver on this promise through a blend of technology and services. It even introduced new technology and data products like XI Workflow for complex data management and services like XI Transformation and XI Outcome Linkage.
That said, companies must be willing to change their approach to CX in fundamental ways, which continues to be a major challenge at many firms. I encourage CX pros to take a step back and to assess what is and is not working with their current approach — and consider what it takes to drive real improvements.
Read Pearl-Plaza’s announcement here.
