Customer Experience Management Services
Customer experience is knowing what a customer needs and delivering it at the right time. Customer experience management is the data, technology, and operations that make that repeatable. We help you get both right.
What Tap's Customer Experience Management Services Enable You to Do
Understand
Understand Customers as Individuals
We help you make sense of scattered customer data and turn it into meaningful insights, so you can understand who you’re interacting with and deliver better experiences.
- Getting your data AI-ready and surfacing insights from unstructured data
- Defining, designing, and implementing customer intelligence solutions
- Optimising your customer intelligence technology and implementing scalable solutions
- Data unification, customer identity resolution, and record management
Deliver
Deliver Personalised Experiences at Scale
We help you design and deliver customer journeys that maximise relevance and move with the customer, driving loyalty and growth.
- Developing personalisation strategies and frameworks
- Defining, designing, and implementing activation solutions, including real-time and AI-enabled decisioning
- Implementing, migrating, and configuring marketing technology to enable personalisation at scale
- Delivering and optimising personalised customer experiences with in-platform and custom AI tools
Connect
Connect Seamlessly Across Channels
We help you unify your messaging across every touchpoint from email to AI assistants, and deliver the kind of seamless customer journeys that build trust and boost ROI.
- Enabling you to build multi-channel and omnichannel customer journeys
- Unifying data from different sources, including online, offline, and real-time data
- Implementing, migrating, and configuring customer journey platforms, including AI decisioning
Measure
Measure Incrementality and Effectiveness
We help you clarify what matters and measure it, so you can optimise every customer experience and spend your resources more wisely.
- Defining measurement approaches and customer-centric KPIs
- Configuring and custom-developing AI reporting agents
- Configuring OOTB, custom, and AI analytics and reporting tools
- Optimising customer experiences based on performance
Manage
Manage Efficient Marketing Operations
We help your martech work harder and your teams work smarter, freeing up resources to focus on marketing that delivers value.
- Evaluating and implementing new marketing operating models
- Re-engineering processes, workflows, and resource management
- Automating customer experience management processes with martech, operational, and AI improvements
- Change management for organisational transformations, including AI strategy and organisational redesign
Customer experience management is ultimately about your customers. How you design journeys to keep them engaged. How you deliver experiences that add value. How you meet their needs to keep them loyal for the long run.
Tap CXM’s tailored support enables you to operate customer-first. Our consultants embed within your customer experience teams, adapt to your operations, and focus on measurable outcomes. Revenue growth. Reduced campaign production time. Customer lifetime value. And improved marketing operations capability, driving measurable growth and delivering meaningful ROI.
Some of Our Customer Experience Management Clients
Benefits of Customer Experience Management
- Reduced Costs
Streamlined processes and well-implemented AI reduce manual work. Better customer experiences boost lifetime value through sustained loyalty. Consolidating redundant platforms can save 6+ figures annually (just ask our clients). We enable businesses to save on marketing spend and earn even more by deepening customer relationships. - Better Decision-Making
With people, data, tech, and processes working together you can make confident, customer-centric decisions. Teams are united behind customer-centric goals. Customer intelligence and AI become strategic assets. Everything runs smoothly, surfacing sharper insights and fuelling optimisation. - Unbridled Potential
With ROI growing steadily and everyone working towards the same goals, your team will have more time for strategy and creativity. We’ve got plenty of customer experience management case studies showing what’s possible when you start to think – and act – like a customer-centric organisation.
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
Our Customer Experience Services Success Stories
Our Technology Expertise
Adobe Experience Cloud
A suite of marketing, analytics, advertising and commerce tools designed to create personalised, seamless B2B and B2B CX
- Technical deployment and platform integrations
- Auditing Adobe solution performance
- Complex analytics and reporting
- Tailoring Adobe solutions to business requirements
- Campaign optimisation, performance and attribution models
- Troubleshooting & resolving technical issues & performance challenges
Apteco
Apteco’s marketing software uses data-driven insights to support smarter campaign automation, targeting, and segmentation.
- Data integration and campaign automation
- Advanced audience segmentation and profiling
- Personalised campaign optimisation
- Reporting and insights generation
- Troubleshooting and resolving technical challenges
Bloomreach
A leading digital experience platform, combining content, commerce, and AI to drive personalised customer journeys.
- Data & analytics strategy & reporting
- Integration with other platforms
- Campaign management and performance
- Omnichannel personalisation and bespoke customer journeys
Braze
Braze simplifies multi-channel marketing and boosts customer engagement, excelling in personalised, data-driven communication.
- Complex platform migrations
- Campaign management and performance
- Training and in-platform optimisation
- Personalisation and bespoke customer journeys
- Finding solutions to Braze limitations
Customer.io
Customer.io is a behaviour-based messaging and automation platform that lets teams build highly personalised, event-triggered journeys across email, SMS, push, and in-app - all powered by real-time first-party data.
- Platform setup, data integration, and migration from legacy ESPs
- Building event-triggered automation workflows and lifecycle programmes
- Audience segmentation using behavioural and product usage data
- Cross-channel campaign orchestration and personalisation
- Performance tracking, A/B testing, and campaign optimisation
Dotdigital
Dotdigital is a cross-channel marketing automation and customer engagement platform, built to help marketers deliver personalised, data-driven communications across email, SMS, WhatsApp, push, and more.
- Platform onboarding, migration, and CRM integration
- Building and automating multi-channel customer journeys
- Audience segmentation, contact scoring, and personalisation
- Email deliverability, campaign optimisation, and A/B testing
- Analytics, reporting, and performance tracking
Eloqua
A powerful suite of data-driven marketing and customer experience tools designed to help enterprises deliver connected, personalised interactions at scale.
- Implementing and integrating Oracle CX and marketing solutions
- Streamlining data flows across Oracle and non-Oracle systems
- Tailoring automation and segmentation for complex customer journeys
- Auditing performance and optimising campaign delivery
- Troubleshooting technical challenges and system performance issues
Hightouch
Hightouch is a composable CDP and data activation platform that syncs your warehouse data directly into the marketing and advertising tools your teams use every day.
- Warehouse-native CDP architecture and implementation
- Configuring reverse ETL pipelines to marketing and ad platforms
- Building no-code audience segments for campaign activation
- Syncing suppression lists, conversion data, and customer traits
- AI decisioning and lifecycle journey configuration
Hubspot
An agile, all-in-one B2B marketing, sales, and service platform designed to help growing businesses connect their data, teams, and customers through streamlined automation.
Implementing and optimising HubSpot for B2B marketing automation and CRM
Aligning sales and marketing workflows to improve lead management and conversion
Integrating HubSpot with wider data and technology ecosystems
Building dashboards and reports for campaign performance and ROI
Troubleshooting and enhancing platform performance
Imagino
A composable, revenue-focused Customer Data Platform (CDP) that champions modern, agile data management.
- Help with technical deployment
- Proving effective campaign solutions
- Tailoring Imagino solution to business requirements
- Optimising Imagino use to get the most value
Iterable
An AI-powered, cross-channel communication platform with sophisticated segmentation features and comprehensive journey capabilities.
- Technical Deployment
- Implementation of effective campaign solutions
- Tailoring Iterable to business requirements
- Improving utilisation and performance
Salesforce
A cloud-based CRM platform offering tools for sales, service, marketing and analytics solutions.
- Implementation and integration with other platforms
- Tailoring features, functions and reports to suit business needs
- Data quality and migration
- System performance & trouble-shooting
Snowflake
Snowflake is a cloud-based data platform that centralises, stores, and shares data at scale — giving marketing teams a single, governed source of truth to power smarter decisions.
- Data architecture, warehouse setup, and platform migration
- Building and maintaining marketing data pipelines
- Enabling audience segmentation and customer 360 views
- Connecting Snowflake to activation and engagement tools
- Data governance, privacy compliance, and performance optimisation
Zeta
Zeta is a data-powered marketing cloud offering AI-driven insights, customer segmentation, and omnichannel orchestration.
- Platform migration and integration
- Building and executing complex multi-channel campaigns
- Enhancing personalisation with AI and machine learning
- Analytics, performance tracking, and reporting
- Optimising system performance and troubleshooting
Dive Deeper into Customer Experience Management
