Sales
Experience Management as a Service
Overview
Kapp Nordic provides Experience Management as a Service (XMaaS), a comprehensive solution designed to help businesses monitor and improve their customer and employee experiences. We offer a customized approach that includes selecting the most suitable Experience Management tools to fit the specific needs and touchpoints of each business. From there, we provide ongoing monitoring and reporting services to help organizations identify problems, root causes, and opportunities for improvement. Our team of experts works closely with clients to ensure they maintain a consistently high level of experience across all touchpoints, driving long-term growth and improving customer satisfaction.
Studies have shown that companies that prioritize customer and employee experiences outperform their peers in revenue growth and profitability. For example, according to a study by Forrester, companies that lead in customer experience outperform their peers by a staggering 80%. Similarly, organizations that prioritize employee experience have been shown to have lower turnover rates, higher productivity, and better customer satisfaction.
At Kapp Nordic, we understand the importance of prioritizing experience management and offer a solution that helps organizations achieve success. Our XMaaS solution is designed to provide businesses with the tools, support, and expertise they need to monitor and improve their experiences. By partnering with Kapp Nordic, organizations can gain a competitive advantage and drive long-term growth.
Assignment scope
The typical outcomes and deliverables of a consulting assignment can vary depending on the specific needs and goals of the organization, but may include:
- Experience mapping: This involves mapping out the customer journey and identifying the various touchpoints along the way. This step is usually covered during our other service offerings.
- Experience monitoring: The ongoing monitoring of customer feedback and engagement across all touchpoints, such as social media, online reviews, and customer surveys. This helps in identifying issues in real time and taking immediate action to address them.
- Experience reporting: Regular reporting on the overall customer experience, highlighting trends and patterns, identifying root causes of issues, and recommending actionable insights to improve the customer experience.
- Action planning: Based on the insights and recommendations from the experience reporting, an action plan is developed to address the identified issues and improve the overall customer experience. The action plan will outline specific steps and timelines to achieve the desired outcomes
- Continuous improvement and refinement of strategies and initiatives based on feedback and results.
Overall, the main deliverables of an Experience Management and Monitoring service are to provide a clear understanding of the customer experience, identify areas for improvement, and provide actionable insights to improve the customer experience.
Engagement Tools
Digital XM Tools
We leverage state-of-the-art Experience Management (XM) tools to monitor and measure customer feedback, employee engagement, and business performance across all relevant touchpoints, including websites, social media platforms, mobile apps, and more.
The data collected can be used to identify areas of improvement and opportunities to enhance the overall experience.
Data Analytics & Dashboards
These tools provide real-time visibility into the performance of different touchpoints, highlighting areas of strength and weakness. The dashboards can be customized to the specific needs of the organization, providing insights into key metrics and trends highlighting areas of strength and weakness.
Action planning and support
We work with clients to develop customized action plans that address specific areas of improvement and provide ongoing support and guidance to help them execute these plans effectively. Our team of experienced consultants can help clients design and implement new processes, policies, and training programs to improve overall performance and drive growth.
Frequently asked questions:
Any business that interacts with customers or employees can benefit from XM as a Service. This includes industries such as retail, hospitality, healthcare, finance, and more. By using XM tools and monitoring their customer and employee experiences, businesses can identify pain points and make improvements to increase satisfaction and loyalty.
We work closely with each client to identify their specific touchpoints and pain points. We then use a combination of XM tools and frameworks to develop a customized solution that fits their needs. This includes setting up monitoring and reporting processes, providing actionable insights, and ongoing support to drive improvements.
XM as a Service provides businesses with valuable insights into their customer and employee experiences, which can lead to improvements in satisfaction, loyalty, and revenue. By monitoring experiences across all touchpoints and providing actionable insights, businesses can make data-driven decisions to improve their operations and better meet the needs of their customers and employees.
Results can vary depending on the size and complexity of the business, as well as the scope of the XM as a Service engagement. However, many businesses start to see improvements in customer and employee satisfaction within the first few months of implementation. Our ongoing monitoring and support helps to ensure that these improvements are sustained over time.
//
Recent Service
//
Our Brochures
Schedule Your Discovery Call Today
Ready to take the next step towards unlocking the full potential of your organization? Schedule a free discovery call with our team today and learn how our XM as a service can help you achieve your goals. Let’s work together to transform your digital, customer, employee, and business experiences and drive long-term success. Click below to book your appointment now.
English 
Danish