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How to Find the Right Customer Experience Management Software
Businesses that understand the value of a premium customer experience and how it helps establish a brand identity and improve customer satisfaction and loyalty may be in search of the right customer experience management software. You may not know how to find the right customer experience management software to fit your business with all the tools you need and this overview may help you determine what tools and features you need to upgrade the customer experience at your business.
Before you dive into the deep end with demos and pricing, it's important to ask the right questions about potential customer experience management software and platforms. When evaluating CXM platforms, it is important to ask the right questions:
- Does this software integrate with my existing systems? – The ability of a platform to integrate with other systems like a CRM ensures seamless data flow and avoids operational silos.
- How comprehensive are the reporting and analytics features? – This helps you gain actionable data and make decisions based on that data rather than theories.
- Is the software scalable to my needs? – It is important to find a platform that can be scaled to fit your needs and this guarantees long-term value and avoids future migrations.
5 Features You Need for Customer Experience Management
A complete and comprehensive customer experience management platform should equip you with the tools to understand, engage with, and improve the experience of your customers at every touchpoint. Here are five key features to look for in a high-quality CXM software:
1. Omnichannel Support
In the modern digital age, customers expect the same personalized interaction across multiple channels. A high-quality CXM platform with omnichannel support allows you to manage interactions from email, phone, SMS, social media, and in-app messaging, to provide a consistent and unified customer experience at every touchpoint. boostCX provides omnichannel support for customers and provides CX Scorecards to give you a complete view of your customer experience and how it can be upgraded.
2. Customer Feedback and Survey Tools
Understanding your customers' needs and preferences is key to success and customer feedback is vital. Look for a CXM that provides tools to enable you to collect feedback through various methods, including surveys, ratings, and reviews. These tools should help you create customizable surveys and detailed reporting to help you collect and analyze customer feedback to identify areas for improvement. boostCX provides easy-to-use survey builders and collects feedback across multiple channels with multilingual support to help you reach all your customers.
3. Easy-to-Use Interface
A user-friendly interface is important to ensure the platform is used to its full capabilities and maximizes efficiency for your business. The software should be intuitive and easy to navigate, allowing your team to quickly access and utilize its features without extensive training. An easy interface increases efficiency and helps drive success.
4. Social Media Engagement
Social media is a powerful platform for customer interaction and building your brand and connecting with customers. A good CXM platform should allow you to monitor social media mentions, respond to comments and reviews, and engage with customers more proactively. This helps you build brand loyalty and manage your online reputation on multiple platforms. boostCX offers Social Reputation Management with engagement tools to help manage your online presence.
5. AI Capabilities
Artificial Intelligence (AI) can revolutionize your CXM strategy. AI-powered features like sentiment analysis, personalized recommendations, and automated responses can help you deliver more efficient and personalized customer experiences. AI can also create scorecards with actionable insights. boostCX leverages AI capabilities to provide actionable insights and improve customer experience.
READ MORE: What Is the ROI for Customer Experience Management?
Choosing the right customer experience management software is a critical decision that can significantly impact the future of your business and the potential for success. By evaluating your needs and considering the features outlined above, you can find a platform that gives you the ability to deliver exceptional customer experiences and drive long-term growth.
Are you ready to take your customer experience to the next level? Contact boostCX today for a personalized demo and discover how our comprehensive customer experience platform can help you achieve your business goals!

How To Improve Customer Retention
Did you know that it can cost 5x to 10x more to get new customers than to retain your current customers? This makes it even more critical for businesses to build customer loyalty and increase customer retention with a one-of-a-kind customer experience that helps drive long-term success. We know that is easier said than done — but it can be done with the right strategy, the right customer feedback, and the right tools. Learn more about how you can improve customer retention with this quick breakdown created by boostCX.
Top 5 Things You Can Do to Improve Customer Retention
Improving customer retention requires a multi-faceted approach that focuses on building strong relationships, exceeding your customers’ expectations, and manufacturing a positive customer experience at every touchpoint. A customer experience management platform like boostCX can provide the tools, data, and insights you need to better understand your customers, personalize their experience, and foster lasting loyalty.
Here are five key strategies to help you boost your customer retention:
1. Improve Products and Services
High-quality products and services serve as the foundation of your business and have a significant impact on customer retention. By offering high-quality products and services that meet customer needs, you can build a loyal following. It is important to actively seek customer feedback through surveys, reviews, and social media engagement to identify how you may be able to improve products and services, and ensure that what you have to offer is aligned with customer expectations.
2. Personalize the Customer Experience
A personalized customer experience can set your business apart and ensure that customers continue to choose you. Many customers value personalized experiences that cater to their individual preferences and needs. Customer data is a valuable tool that can be used to personalize interactions, tailor recommendations, and create a customized experience that makes customers feel valued.
3. Provide Omnichannel Support
Customers expect consistent support across all channels — whether it's email, phone, live chat, or social media. Businesses that provide omnichannel support ensure that customers can easily get assistance and their questions answered when and where they need it. This helps improve the overall experience and helps convince customers to continue to choose your business.
4. Create Customer Loyalty and Referral Programs
Businesses that reward loyal customers with exclusive offers, discounts, and early access to new products or services will build loyalty and improve retention. When you implement referral programs, it incentivizes existing customers to spread the word and bring in new business via word-of-mouth marketing.
5. Build a Community Around Your Business
It is important for businesses that want to improve retention to build a sense of community by creating online forums, social media groups, or events where customers can connect with each other and your brand. When you build a community and a brand, it strengthens customer relationships, encourages more engagement, and creates a loyal following that builds toward long-term success.
READ MORE: Best KPIs to Measure Customer Experience ROI
Implementing these strategies and leveraging the power of a customer experience management platform can help you improve customer retention, reduce customer churn rates, and drive sustainable business growth.
Do you want to learn how to improve customer retention? Contact boostCX today for a demo and find out how our solutions can help you build long-term customer relationships!

Why Is Data Important to Customer Experience Management?
The modern business world is driven by data and it is critical to have access to a wealth of information about your customers. From key demographics in your market and purchase history to online behavior and social media engagement, customer data provides valuable insight that can be used to improve the customer experience and drive growth of your business.
In fact — research shows that data-driven businesses and organizations are 23x more likely to acquire customers and 6x as likely to retain them. boostCX is a customer experience management solution that helps businesses harness the power of customer data to create personalized and engaging experiences that drive loyalty and growth.
But why is data so important to customer experience management? Let's take a closer look.
Top 5 Reasons Why Customer Data is Important to the Customer Experience
Customer data is the key to understanding your customers and creating exceptional experiences that have customers coming back over and over. By gathering and analyzing data on customer demographics, behaviors, interactions, and attitudes, you can gain valuable insights that drive customer-focused decisions. Customer data can be categorized into various types that include:
- Descriptive Data — Provides information about who your customers are that include key demographics, location, and more.
- Behavioral Data — Reveals how customers interact with your business and includes purchase history and website activity.
- Interaction Data — Highlights customer interactions with your support team like call logs, emails, and chat transcripts.
- Attitudinal Data — Uncovers customer sentiment and opinions like feedback surveys, online reviews, and social media posts.
By collecting and analyzing different types of customer data, businesses can gain a comprehensive view of their customers and their needs. Here are five key reasons why customer data is important for customer experience management.
1. Personalization of Products, Services, and Experiences
Customer data allows businesses to personalize their offerings to better meet customer needs and preferences. A better understanding of customer demographics, purchase histories, and online behavior, can help businesses tailor product recommendations, customize marketing messages, and create personalized experiences that resonate with each customer.
2. Restructuring the Customer Journey
Analysis of customer data can reveal pain points and areas for improvement in the customer journey. By using data and feedback to identify bottlenecks, friction points, and areas of frustration, businesses can restructure their processes and optimize the customer journey for a more positive customer experience.
3. Utilizing Predictive Analytics
Customer data is valuable to the future of your business and can be used to predict future behavior, future trends, and anticipate customer needs. Predictive analytics based on data can help businesses identify customers who are at risk, predict future purchases, and proactively offer solutions or recommendations to upgrade the customer experience.
4. Creating Targeted Marketing
Knowing and understanding your customers is critical to effective marketing campaigns. Customer data enables businesses to build targeted marketing campaigns that will resonate with specific segments of their customer base. By understanding your customers’ preferences, demographics, and interests, businesses can create more personalized marketing messages that are more likely to lead to sales.
5. Improving Customer Service
Maybe the most important aspect of customer data is how it can help you improve your customer service. Customer data provides valuable insight into customer interactions and support needs. Analysis of call logs, chat transcripts, and feedback surveys help businesses identify common issues, improve response times, and provide more effective customer service.
READ MORE: 5 Predictions for Customer Experience Management in 2025
Why is data important to customer experience management? The ability to leverage the power of customer data allows businesses to create personalized, seamless, and engaging experiences that foster loyalty and drive growth. Data and feedback are the foundation of effective customer experience management.
Contact boostCX today for a demo of our customer experience management solutions!

Top 6 Important Skills for Customer Experience (CX) Professionals to Have
No matter what industry you operate in, if you deal with customers in your day-to-day business, it is important that you have the right skills to help build your brand and deliver an exceptional experience to your customers. And if you are a customer experience (CX) professional, it is even more important that you have the right set of skills. Here are our Top 6 Important Skills for Customer Experience Professionals to Have according to the boostCX Team.
What Are the Most Important Skills for a CX Professional to Have?
Customer experience professionals need to have a diverse skillset that combines empathy, communication, analytical abilities, and the ability to look at the whole customer experience as a strategy to drive business. These skills enable employees to connect with customers on a deeper and broader level, gather and analyze important customer feedback and data, and develop strategies that improve the customer journey.
Here are six important skills for CX professionals to have:
1. Ability to Empathize with the Customer
Empathy is the foundation of a positive customer experience. Employees need to understand and share the feelings of their customers, walking a few steps in their shoes to really understand their needs and expectations. For example — if a customer is frustrated about a delayed delivery, a customer experience professional with empathy can acknowledge their feelings, offer a sincere apology, and work to resolve the issue.
2. Ability to Communicate Effectively
Clear and concise communication is critical for building relationships and rapport with customers. CX professionals need to be great communicators, via email, text, phone, in person, or any other medium, to ensure that customers feel heard and understood. This includes actively listening to your customers, providing clear explanations, and having the ability to tailor communication to better fit your audience.
3. Ability to Analyze Customer Data
CX professionals need to have the ability to gather, analyze, and interpret customer data and feedback to identify trends, patterns, and areas for improvement. This data-driven approach allows them to make informed decisions and develop strategies that enhance the customer experience, and this is made simpler with innovative solutions like the boostCX platform. A key example is analyzing customer feedback surveys that can reveal pain points in the customer journey that need to be fixed.
4. Ability to Build Relationships with Customers
It is critical to build strong relationships with customers, create a sense of loyalty and provide positive experiences. CX professionals need to be able to connect with customers on a personal level, build trust, and cultivate long-term relationships, which translates to a personalized experience for customers. Examples of this may include remembering customer preferences, offering personalized recommendations, and proactively reaching out to address customer concerns.
5. Ability to Adapt to Change
The customer experience landscape is always changing and may be different from one industry to the next, and CX professionals need to be able to adapt to new technologies, trends, and customer expectations. This requires flexibility, a willingness to learn, and the ability to adapt to new challenges. For example — as new communication channels are established, CX professionals need to adapt their strategies to engage with customers on their preferred platforms — like social media.
6. Ability to Look at the Customer Experience Strategically
This skill ties all the others together. CX professionals need to be able to see the big picture and develop strategies that align with business goals and enhance the overall customer journey. This involves understanding the customer lifecycle, identifying key touchpoints, and developing skillsets that improve customer satisfaction, brand loyalty, and retention.
READ MORE: What Are the Key Features of Customer Experience Management?
By cultivating these Top 6 Skills for Customer Experience Professionals to Have, you can create exceptional experiences that grow customer loyalty, drive profits, and build a positive brand reputation. Contact boostCX today for a demo of our customer experience management solutions and find out how we can help you improve your customer journey!

Most Important Customer Experience KPIs in Finance and Banking
Finance is all about numbers — and when it comes to measuring success for your bank, credit union, or financial institution, Key Performance Indicators (KPIs) may be even more important. Providing a quality customer experience for financial customers will help build trust and loyalty with your bank and it is important to know how to measure and track the customer experience at your business. This quick list of the Most Important Customer Experience KPIs in Finance and Banking may be able to help you see where there may be room for improvement in your operations.
Top 5 Customer Experience KPIs in the Finance Industry
There are many metrics you can track to gauge customer experience success and some have more value than others based on the industry you are in — especially in the financial sector where trust and loyalty are keys to success. These KPIs provide important insights into customer satisfaction, engagement, and overall experience, enabling banks and credit unions to make data-driven decisions to optimize services and improve customer relationships.
Here are five of the most important customer experience KPIs to focus on in the finance industry:
1. Net Promoter Score (NPS)
The Net Promoter Score metric measures customer loyalty and satisfaction by asking how likely customers are to recommend your institution to others. Most customer surveys that target NPS ask — How likely are you to recommend this company/product/service on a scale of 1-10? The results provide a valuable gauge of overall customer loyalty and can help you identify areas for improvement with follow-up questions and additional feedback.
Example Equation: % of Promoters (9-10 Rating) - % of Detractors (0-6 Rating) = NPS
2. Customer Effort Score (CES)
Customer Effort Score measures how easy it is for customers to interact with your bank or credit union and resolve issues. Customers don’t want to have to fight to access their accounts, start a new account, or transfer funds, and a negative experience will impact your CES. A low CES indicates a positive customer experience, leading to higher satisfaction and improved loyalty.
Example Equation: (Sum of all CES ratings) / (Number of Respondents) = CES
3. CSAT (Customer Satisfaction Score)
Your Customer Satisfaction Score measures customer satisfaction with specific interactions, products, or services. It provides direct feedback on targeted areas of your business and your customer experience. Your CSAT can highlight where you excel and where you need to improve.
Example Equation: (Number of Satisfied Customers) / (Total Number of Respondents) x 100 = CSAT
4. Customer Acquisition Cost (CAC)
Customer Acquisition Cost measures how much it costs to acquire a new customer. It's an important metric for evaluating the effectiveness of your marketing and sales efforts and plays an important role in emphasizing the importance of customer retention for your bank or credit union.
Example Equation: (Total Marketing and Sales Expenses) / (Number of New Customers Acquired) = CAC
5. Customer Lifetime Value (CLV or LTV)
Customer Lifetime Value represents the total revenue a customer can be expected to generate throughout their relationship with your financial institution. Having a better understanding of your CLV helps you prioritize high-value customers and make informed decisions about customer retention strategies.
Example Equation: (Average Customer Revenue Per Year) x (Average Customer Lifespan in Years) = CLV
READ MORE: Best KPIs to Measure Customer Experience ROI
Tracking and analyzing important KPIs for banks and credit unions can help you gain a better understanding of your customers’ needs and expectations. This helps you employ data-driven decision-making to improve the customer experience, enhance satisfaction, and build loyalty.
Want to learn more about how you can leverage customer experience KPIs to enhance your business’s performance? Contact boostCX today for a demo and find out how our solutions can help track, analyze, and improve your customer journey!
Understand Your CX Maturity Level
How mature is your customer experience strategy? Find out with a FREE, personalized CX Health Check.
The boostCX Health Check can help you understand where you're at, and where you need to be. Complete the assessment to:
Evaluate your current customer experience operations
Get personalized, tactical advice on areas of improvement
Receive a CX Maturity Model score
Scale your CX operations for success
