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What is Customer Experience? Well Customer Experience (CX) boils down to how people perceive your brand and the products and services it provides. Customer Experience changes with every interaction with your brand. Every meeting with a salesperson or contact centre chat or product sold that then breaks will change how each individual perceives your brand.
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The Opportunity Matrix provides a broad view of what Interaction points are live, what customer requirements each one is providing (or missing) and provides controls that allow you to link like Rules togather together to meet overarching Business Goals and Initiatives.
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A centralised view of your interaction points through Rules and Rule Groups.
Identify which Interaction points are meeting which Initiatives and their overarching Business Goals.
The ability to map conversion Conversion Rules against your Initiatives allowing providing a clear measure of success.
The ability to set up Control Groups allowing empirical measurements on the success of Rules, Initiatives and Business Goals.