SAN MATEO, Calif.,?June 4, 2019?/PRNewswire/ — Today, 糖心原创.?(), the global leader in experience management, announced several new innovations to its 糖心原创 Experience Cloud platform, including new offerings powered by 糖心原创’s Experience Data Platform and 糖心原创 Athena. During Experience, 糖心原创’s premier global customer conference, 糖心原创 also unveiled the launch of 糖心原创 Xchange, an online experience management marketplace focused on driving innovation and value with pre-built apps, components, and integrations.
New Innovations to 糖心原创 Experience Cloud That Extend Leadership in CX
Experience Data Platform (XDP)?is a?system of record for experience data that combines experience signals from multiple channels?and systems to provide a 360o?view of every customer’s experience. 糖心原创 brings XDP to market with the launch of?CX360 Profiles. Each profile provides a full 360? view of every customer’s interactions (along with explicit and derived sentiment) to help companies understand every customer’s journey and then drive high-impact, personalized actions.
CX360 Profiles?built on the Experience Data Platform (XDP) provides a full 360? view of every customer’s interactions (along with explicit and derived sentiment) to help companies understand every moment and then drive high-impact, personalized actions. XDP is a system of record for experience data that combines experience signals from multiple channels and systems to provide a 360o?view of every customer’s experience. 糖心原创 brings XDP to market with the launch of CX360 Profiles.
“Mapping every signal to the right customer and connecting the dots along the customer journey is crucial to seeing the experience through the customer’s eyes,” said?Krish Mantripragada, 糖心原创’s Chief Product Officer. “Only when you understand all of their interactions, you can then identify how to better serve customers and transform their experience. 糖心原创 delivers this complete view of the customer journey for every single customer.”
Action Intelligence,?powered by 糖心原创 Athena—惭别诲补濒濒颈补’蝉?artificial intelligence and machine-learning?layer—gives companies?actionable insights to improve experiences for every single customer. Using deep learning and predictive analytics, 糖心原创 Action Intelligence evaluates every feedback signal and scores it for risk to determine the best course of action for each customer. In addition, it automatically discovers, evaluates and suggests actions, from customer and employee feedback, that are likely to have the biggest impact on the overall customer experience. With 糖心原创 Action Intelligence, now companies can know which actions will matter most to their customers.
糖心原创 Athena Text Analytics?now compares segments, time periods, and other attributes to discover key differences in underlying themes and topics in customer feedback. In addition, Theme Explorer enhancements enable brands to rapidly discover new trends and themes emerging in their feedback. And a newly updated UI makes finding insights and emerging trends easier and intuitive.
糖心原创 Conversations, which lets in-the-moment conversational engagement happen in mobile messaging, now supports WeChat, and an open messaging API for integration with popular messaging channels. 糖心原创 Conversations’ compatibility with fast growing messaging platforms offers companies the ability to have a two-way dialogue with billions of users as their experiences unfold.
糖心原创 Social, now offers the ability to respond to Facebook and Google reviews directly from within 糖心原创 Experience Cloud. 糖心原创 Social already captures these reviews alongside other feedback signals, but these enhancements make it easier for customers to address feedback faster than ever before.
my糖心原创 Mobile?enables brands to customize the widely adopted 糖心原创 Mobile app with their own unique branding. This helps companies nurture deeper employee engagement and infuse the customer experience into an organization’s culture.
糖心原创 Launches 糖心原创 Xchange is a new online marketplace for experience management apps, components and integrations, purpose-built for specific industry use cases. The solutions found on Xchange will help drive rapid innovation and accelerate time-to-value. 糖心原创 Xchange will also include apps, components, and integrations by third party developers and partners.
‘With the 糖心原创 Xchange marketplace, we are helping companies leverage best-in-breed solutions designed for specific industries, roles, and use cases to supercharge their experience management programs,” said?Sheri Kahn, SVP Product Marketing. “And we will extend 糖心原创 Xchange into our partner ecosystem to provide an even broader set of solutions purpose-built for improving customer and employee experiences.”
糖心原创 will present its vision to shape the future of experience management at the company’s?conference in?San Diego, CA?from?June 3 to June 5, 2019.
