Customer Experience Management

If customer experience is knowing what your customer needs and delivering it at the right time, then customer experience management is making sure that happens smoothly. Every interaction, every time. We help you do both.

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What our Customer Experience Management Services Enable You to Do

Understand

Understand customers as individuals

We help you make sense of scattered marketing data and turn this into meaningful insights, so you can better understand who your customers are and serve them appropriately.

Sharing customer insight
Defining, designing and implementing data solutions
Maintaining and managing customer identity

Unlock meaningful insights

Deliver

Deliver personalised experiences at scale

We help you deliver hyper-personalised, dynamic customer journeys that maximise relevance to drive deeper loyalty and growth,

Developing personalised audience strategy
Defining, designing and implementing activation solutions
Implementing, migrating and configuring marketing technology to enable hyper-personalisation
Delivering personalised customer experiences in-platform

Deliver personalised experiences

Connect

Connect seamlessly across channels

We help you unify your messaging across every touchpoint, delivering the kind of consistency that builds trust, drives engagement and boosts ROI.

Building customer experiences across multiple touchpoints
Connecting data across different platforms, including real-time data
Implementing, migrating and configuring marketing technology to connect journeys across all channels
Delivering connected customer journeys in-platform

Connect customer journeys

Measure

Measure incrementality and effectiveness

We help you measure what matters, so you can track what’s working, tweak what’s not, and spend your budget more wisely.

Defining measurement approaches
Designing reporting solutions
Implementing platforms
Optimising performance based on measurement

Measure your effectiveness

Manage

Manage marketing operations efficiently

We help your martech work harder and your teams work smarter, turning complexity into streamlined success.

Evaluating and implementing new operating models
Re-engineering processes and resource management
Helping you automate processes through technology
Supporting transformations with change management

Managing efficient operations

CXM is about constantly improving how you connect with your customers to keep them happy and loyal for the long run.

Tap CXM’s expertise enables you to transform your existing customer experience management. We’ll help you deepen relationships, make better decisions, and deliver personalised experiences at scale. Not just once but repeatedly, driving measurable growth and delivering meaningful ROI.

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Some of Our Customer Experience Management Clients

Benefits of Customer Experience Management

Reduced costs
Streamlined processes and communications can reduce manual work, over-utilisation and inventory management. A slicker machine leads to cost savings.
Better decisions
With people, data, tech and processes working together you can make confident, customer-centric decisions. With everything running smoothly, your ability to make them quickly gives you a competitive edge.
Unbridled potential
With ROI growing steadily when everyone is working towards the same goals, your team will have more time for strategy and creativity. Our practical approach gives you the spark of innovation and the means to make it happen.

We’ve had a close and ever-evolving positive relationship with Tap CXM for a number of years. They’re extremely easy to work with on all projects we collaborate together on, and can adapt to tight deadlines with ease. It’s widely known that if Tap are working on anything for us, it’ll be delivered to the highest standards.

Ciaran English, Senior Technical Analyst, Energia Group