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Customer Experience
June 2, 2025

How Is Customer Experience Management Changing?

In a competitive economy, the significance of a customer experience management (CXM) platform cannot be overstated. It is a critical differentiator for brands that builds loyalty and drives growth - but just as customer expectations are always changing, the strategies and technology that lead to effective CXM also continue to evolve. Understanding how customer experience management is changing is key for businesses that want to meet and exceed the demands of the modern consumer.

The transformation of customer experience management is about more than just adopting new tools and strategies - it's a fundamental shift in how businesses interact with, understand, and serve their customers. As customer experience management evolves, the focus is on creating personalized and valuable experiences across all customer journey touchpoints. This evolution is driven by advancements in technology and a better understanding of the customer journey.

3 Ways Customer Experience Management is Changing

The landscape of customer experience management continues to change and transform. To stay ahead of the curve in customer experience management requires a proactive approach to adopt new methods and new technology. Here are three key ways CXM is evolving:

AI-Powered Automation

Artificial intelligence (AI) is no longer a future concept - it is a present-day reality that has redefined customer experience as a core business initiative. AI-powered automation goes beyond passive surveys and enables businesses to act on customer feedback in real time, providing 24/7 support through intelligent chatbots and virtual assistants. This immediate, scalable support frees up live agents to handle more complex and nuanced issues. In addition, AI algorithms have the ability to break down data silos, analyze vast amounts of data from every customer touchpoint to personalize communications, anticipate customer needs, and empower a proactive service model that drives positive outcomes.

Using More Than Surveys to Collect Data

Traditional surveys still have an important place in customer experience management, but relying on them as the sole source of customer feedback and data provides an incomplete picture. The modern approach to CXM involves gathering data from a variety of sources to gain a more complete understanding of the customer journey. This includes monitoring social media conversations, analyzing customer reviews and online forums, and using data from customer relationship management (CRM) systems. By tapping into these sources of feedback, businesses can uncover richer, more authentic insights into customer behavior.

Creating Value with Contact Center Engagement

In a modern and digital world, the value of meaningful human interactions cannot be overlooked. Contact centers are evolving into value creation hubs where personalized engagement can lead to customer loyalty. Providing agents with the access to comprehensive customer data and AI-driven insights allows them to provide more efficient and empathetic support. This focus on high-quality interactions that provide value turns a simple service call into an opportunity to strengthen the customer relationship and improve the brand identity.

READ MORE: Best KPIs to Measure Customer Experience ROI

The journey of understanding how customer experience management is changing is important to the future success of many companies. The shifts toward AI-powered automation, diversified data collection, and high-value contact center engagement are not just customer experience management trends - but foundational changes in how successful businesses operate. By embracing these changes, companies can create more meaningful, personalized, and seamless experiences that build customer loyalty.

Contact boostCX today to learn how our innovative solutions can help you navigate the changing landscape of customer experience management!

Brand
May 29, 2025

What Is Brand Health Tracking?

Building a strong and memorable brand identity is one of the most critical investments a business can make. A consistent brand presentation across all platforms can increase revenue by up to 33% and yet its real value lies in how it is perceived by your most important audience. Your customers. To really understand this perception, you must go beyond sales data and social media engagement. A deep dive into what brand health tracking is provides the vital signs of your brand's relationship with consumers and reveals whether your brand is resonating, growing, or fading.

Why Is Brand Health Tracking Important?

The core principle of brand health tracking is the process of continuously measuring and monitoring how your brand is performing in the eyes of the public and your target audience. It’s a diagnostic tool that uses a variety of key performance metrics to provide a comprehensive view of how your brand is perceived in your industry. Key metrics that are often employed in brand health tracking include Brand Awareness, Brand Perception, Purchase Intent, and Net Promoter Score (NPS). Businesses that monitor these indicators can move from guesswork to a data-driven strategy.

Measure Marketing ROI and Effectiveness

Tracking brand health allows you to accurately measure the ROI of your marketing campaigns. Establish a baseline for metrics like brand awareness and you can see the direct lift generated by a specific campaign or changes in consumer attitudes. This more data-driven approach illustrates how your marketing impacts brand perception and purchase intent, to better justify budgets and refine marketing strategies.

Benchmark Against the Competition

Brand health tracking provides critical insights into where you stand among competitors and highlights market opportunities and threats. Monitoring your brand’s share of voice and consumer preference shows where you are winning and where you may be able to improve. This competition data will help you differentiate your brand and defend your market share with more proactive strategies.

Identify and Minimize Reputational Risks

Monitoring brand sentiment helps you spot risks and issues early, allowing you to react quickly and minimize damage to your brand’s reputation. A sudden dip in brand trust or a spike in negative feedback acts as an early warning for emerging issues that may have a more significant impact on your brand as they escalate. This foresight enables your marketing team to manage situations before they escalate, protecting your brand's reputation.

Refine Targeting and Personalization

It is important to understand how different customer segments perceive your brand to help refine your targeting and personalize your messaging. Analyzing brand health data by demographics reveals which messages resonate most with specific customer groups. This insight allows you to develop tailored campaigns that speak directly to the values of key audiences and build a stronger connection with customers.

Forecast Future Growth and Strategy

Positive trends in brand health metrics are a powerful indicator of future business growth. When you see a rise in purchase intent or Net Promoter Score (NPS), it signals a healthy trajectory for future sales and business growth. This forward-thinking data is invaluable for strategic planning and securing internal buy-in for new initiatives.

READ MORE: How To Find the Right Customer Experience Management Software

A deep and ongoing understanding of your brand's health is more than just a marketing exercise - it's an important business practice. It provides the clarity and data needed to make more strategic decisions, effectively allocate resources, and build a stronger brand that can succeed in a competitive industry.

Contact boostCX today to learn how brand health tracking can provide the insights you need to grow and protect your brand!

Net Promoter Score (NPS)
May 26, 2025

Is Net Promoter Score the Best Customer Experience Metric to Track?

Net Promoter Score (NPS) has been a go-to metric for gauging customer loyalty for years. Its benefits are clear - it’s simple to understand, provides a metric that’s easy to track over time, and provides a straightforward benchmark against competitors. However - in the evolving world of customer experience management, is Net Promoter Score the best customer experience metric to track? While the core question of NPS surveys still provides valuable feedback and data, relying on Net Promoter Score as the sole measure of the customer experience can lead to blind spots.

Should Businesses Still Use NPS to Track Customer Experience?

NPS can provide a valuable benchmark for customer experience strategies, providing a high-level snapshot of customer sentiment that is easy for the entire organization to understand and get behind. The score separates customers into Promoters, Passives, and Detractors, giving businesses a framework for identifying their most loyal customers and their most at-risk customers. The potential shortcomings of leaning too heavily on NPS data, however, are becoming more apparent. Without additional context, the score itself can fail to reveal the why behind the data or provide clear direction for improvement.

Here is a look at where NPS surveys and data can fall short:

Lower Customer Survey Participation Leads to Smaller Samples

A significant challenge facing NPS is the general decline in survey participation by customers. As consumers are inundated with more and more requests for feedback, response rates have begun to fall, which can lead to small sample sizes that provide less feedback. This means your score may be based on the opinions of a very small fraction of your customer base, rather than being a true representation of the overall sentiment.

Customer Participation Has Evolved

The way customers provide feedback has changed as customer engagement options have grown. Modern consumers are sharing their experiences across a multitude of channels, from social media posts and online reviews to direct messages and call center conversations. Putting too much emphasis on a formal survey means you are missing out on a wealth of authentic feedback that provides a more comprehensive view of the customer journey at your company.

Businesses Do Not Always Take Action Based on Data

Maybe the most significant pitfall of any metric is the failure of businesses to act on the insights, feedback, and data it provides. Studies have shown that customers notice when companies don't do anything with their feedback, which has a negative impact on trust and future participation in customer surveys. Simply collecting an NPS score without implementing a closed-loop process to follow up with detractors and address potential pain points renders the entire exercise pointless.

Omnichannel Strategies Provide More Data and Insight

The modern customer experience is an omnichannel engagement, with interactions that happen across your website, mobile app, in-person locations, and service centers. An NPS score alone cannot capture the many facets of these various experiences. Integrating data from all these touchpoints provides a much richer, more complete picture of customer behavior and the customer experience, allowing you to move beyond a single metric.

READ MORE: How To Use NPS to Improve the Customer Experience 

While Net Promoter Score remains a valuable tool in the customer experience management toolkit, it is far from a definitive metric. The most effective CX strategies understand that NPS is just one piece of a much larger puzzle and by supplementing NPS data with additional insight and KPIs from across the entire customer journey and taking action on that feedback, businesses can create a more accurate understanding of their customer base.

Contact boostCX today to learn how we can help you capture and act on important customer experience KPIs!

Employee Experience
May 22, 2025

Why Is the Employee Experience Important in CXM?

In the pursuit of an exceptional customer experience, companies invest heavily in customer experience management platforms to capture customer data and analyze key metrics from Net Promoter Score to CSAT. But what if this data is telling you what is happening, without revealing why? To better understand the customer journey, you must recognize how the employee experience impacts the customer experience and why it is so important. Companies with engaged employees will not only outperform competitors, but they can unlock the missing piece of the customer experience puzzle - the context that only customer-facing employees can provide.

How Does the Employee Experience Improve the Customer Experience?

A positive employee experience (EX) is a direct cause of an improved customer experience (CX) for many companies. When employees are supported, engaged, and equipped with the right tools to do their jobs, they are empowered to deliver superior service, which leads to continued success with customers. Data highlights that combining employee feedback with customer data creates a more complete picture of the customer experience. For example - a low CSAT score might point to long wait times, but only an employee can provide context and tell you the root cause, allowing your business to fix the real issue instead of just treating a symptom.

Understand the Why Behind the Customer Data

A better understanding of the employee experience helps provide the context behind your CX metrics, explaining the critical why behind the what and transform raw data into actionable intelligence. For example - customer feedback and surveys might show a decrease in satisfaction scores at a specific location, but the employee feedback may reveal the underlying cause, that could range from a faulty point-of-sale system to an outdated policy. By making the connection between the data and customer-facing employees, you gain a complete narrative that allows you to address the root cause of customer pain points.

Remove Roadblocks to a Smooth Customer Journey

Engaged employees are your eyes and ears when it comes to customers and offer crucial insight into the roadblocks that really frustrate customers. Employees experience workflow inefficiencies and tech failures firsthand that lead to delays and dissatisfied customers and can be used to prompt targeted improvements. When you give employees the power to report these issues and act on their feedback, you create a direct pathway to a seamless and enjoyable customer journey experience.

Promotes Creative Problem-Solving

A supportive and safe environment gives employees the confidence to be creative in solving customer problems with more autonomy. Instead of adhering to a rigid script, an empowered agent feels confident enough to offer a unique solution and turn a negative interaction into a memorable, positive one. This ability to think outside the box demonstrates to the customer that the company trusts its employees to do the right thing and helps foster a deeper sense of loyalty.

Drives Adoption of Better Tools and Training

When employees see their feedback on necessary tools and training being heard and implemented, they become more invested in employing those resources for the customer's benefit. Introducing a new CXM or support platform is only half the battle. It is critical to ensure the technology is used effectively and that means additional training and support. Businesses that involve employees in the implementation of new technology can guarantee higher adoption rates and ensure the technology is used to its full potential, enhancing the speed, accuracy, and quality of customer interactions.

Builds Consistency and Trust with Lower Turnover

Lower employee turnover is a direct result of a positive employee experience and ensures that your customers are consistently served by an experienced and knowledgeable team. High turnover rates often mean customers are dealing with new hires who may lack deep product knowledge or an understanding of the company culture, leading to inconsistent service. A stable team builds a foundation of expertise and reliability that customers notice and will trust, which creates a more consistent brand experience over time.

READ MORE: How To Balance Customer Experience and Employee Experience

It is important to understand the importance of the employee experience in your customer experience management strategy to unlock a new level of success. By actively listening to your employees and connecting their feedback to your customer data, you move from simply measuring the experience to actively improving it. This comprehensive approach ensures that the insights you gather lead to meaningful changes that benefit your team, your customers, and your business.

Contact boostCX today to learn how our solutions can help you collect, analyze, and employ employee and customer feedback to build a one-of-a-kind customer experience!

CX Maturity Assessment

Understand Your CX Maturity Level

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