An amazing overview of how some of the Worlds top companies are achieving awesome customer experience through ingenious IT and brilliant Data intelligence, resulting in massive customer loyalty, repeat business monetization and sky high profits.

1. Whitepaper
How to achieve World Class Customer Experience
through insightful IT and Data
Right aligned technology, data, people and process enabling world
class customer experience
The top companies who have consistently achieved the highest rankings for customer experience have followed a
similar patterned approach for designing developing, integrating and deploying smarter technology solutions by
leveraging the massive IT investments they have made over the years.
In today’s fast paced and dynamic technology enabled service centric world, the demand to have a trained and
customer focus employees is of utmost importance. Moreover, when you are lacking with consistent information about
your customer and the next prospect cycle.
World class customer experience is primarily enabled and powered by smart technology and data management
solutions. Excellence in Customer Experience translates into higher revenues, stronger loyalty, and market dominance.
Predominately these solutions are integrated and deployed to provide the employees and non-human representatives
such as websites, mobile applications, call center IVRs with the same unified, current and accurate picture of the
customer profile, activity, and mood.
This field has evolved to take a top strategic place with the biggest corporations in the world, and is referred as
Customer Experience management (CEM). Most of the fortune 500 companies have established an entire function
around CEM, with a Chief Customer Experience Office at the helm.

2. www.xavient.com
2 | P a g e
In this white paper I have outlined several key objectives which should be considered and the technology to attain the
optimal customer experience state for your business.
TO UNDERSTAND HOW THE CUSTOMER EXPERIENCE IS DEFINED, AND MEASURED
“If you can’t measure it you can’t manage it.” - Peter Drucker
The above reference is directly applicable to the practice and pursuit of optimal customer experience and satisfaction.
This is accomplished by leveraging time and motion studies, industry measurements, benchmarks, and metrics to
yielding the desired level of customer experience.
WHAT IS CEM AND WHY ITS DIFFERENT FROM CRM
The classic definition of CEM is the collection of processes a company uses to track, oversee and organize every
interaction between a customer and the organization throughout the customer lifecycle.
Identify the Gaps How much to invest
Find optimal solution to achieve
the right level of performance

3. www.xavient.com
3 | P a g e
The difference between CM (Customer Relationship Management) and CEM (Customer Experience Management)
CRM CEM
TO KNOW YOUR CUSTOMER BETTER – MAP THEIR JOURNEY – TRANSLATION INTO THEIR REAL WORLD
Engagement
and association
from all touch
points
About
their Real
World
Experienc
e
Discover
what they
expect
from you
You must know precisely what was offered or promised to your customers in every situation and from any touch
point or employee, and deliver consistently to exceed that promised expectation.
Smart IT Solutions are required for unified and correlated
customer notes and service / order status from all
sources
 Chat sessions
 Interactive notifications
 Web transactions
 IVR
 CSR’s
 Call centers
 Point of sale agents
 Kiosks
 Mailings and Personalized correspondence
1

4. www.xavient.com
4 | P a g e
TECHNOLOGY ENABLED SMART CUSTOMER EXPERIENCE SOLUTIONS
CONSISTENCY AND ATTENTION TO DETAILS
Attention to details and quality in the delivery and support of products and services is of utmost importance. This is
achieved through the deployment and integration of smart IT communication and service delivery solutions that enables
consistent and standardized messaging and provisioning of service. This is also highly dependent on the
Deploy smarter customer profiling to enable
more relevant interaction either when resolving
problems, or when targeting for upsell
campaigns.
Leverage latest caller ID and Text ID
technology to present call purpose content to
customers instead of them seeing an inbound
800 number which they will never answer.
Calling them to know that there is potential fraud or identity
theft, or that an order has shipped or is delayed, will get
answered when they know who’s calling and why. For
example: A technician is en-route requiring a confirmation
call preventing truck roll reschedule (Costly in opex and
customer satisfaction).
2
 Ability to deploy an accurate and current model of your customers wants, needs, history, value, loyalty
and likelihood to churn, among others.
 Ability to ensure that a unified and standard view of customers profiles and activity is presented through
a common services layer to all user interfaces ranging from websites, to mobile apps to the Call center
CRM, to the IVR just to name a few.

5. www.xavient.com
5 | P a g e
DATA ENABLED SMART CUSTOMER EXPERIENCE SOLUTIONS
SELF-SERVICE AND EXPERIENCE CONTROL
Transparency and real-time interaction on status or service and orders among others like notifications and geo fencing.
 Uber does this well with tier geo fencing using Google map technology to provide full transparency and control
over the service delivery..
 Customer Self Service results in higher customer satisfaction, and control over the experience.
3
Top customer centric companies have achieved the highest levels of
service and product delivery through the deployment of advanced
training simulators close to real world applications, through data life
cycle management and modeling, and through standardization of
delivery services.
One of the key success factors has been enable through the
implementation of a common single middleware layer for all
customer data presentation to touch all points, eliminating
inconsistencies and in accuracies resulting in poor customer
experience.

6. www.xavient.com
6 | P a g e
APPS AND ANALYTICS ENABLED SMART CUSTOMER EXPERIENCE SOLUTIONS
SENTIMENT ANALYSIS AND CUSTOMER EXPERIENCE MODE GAUGE
Know current and historical customer mood and opinion of your company, products, and services and leverage that
information through smart technology to identify actionable recommendations to move dial to green. Most companies
already have all of this data, and the technology which captured and stores it, the challenge is in extracting, correlating,
and making sense of it all to get customer situational awareness, leading to proactive action recommendations to head
off a move of the mood gauge to the left.
Self-diagnostics tools and dashboards showing bandwidth speeds
Network status outages planned and unplanned
Resolution steps and expected duration
4

7. www.xavient.com
7 | P a g e
TREND ENABLED GREAT CUSTOMER EXPERIENCE SOLUTIONS THROUGH SENTIMENT ANALYSIS
ANTICIPATION OF CUSTOMERS’ NEEDS AND ALIGNED OFFERS
Anticipation of customers’ needs and delivery of relevant and aligned offers. For Examples, Discovery and
recommendation engines, such as Netflix, which can apply to any product and service organization.
DATA MODELED ENABLED SMART CUSTOMER EXPERIENCE SOLUTIONS
Sentiment data
collection
Correlation and
Processing
Analytics
Presentation to
dashboards and
reports
Recommendation
engines for offer
generation
5
Customer profiling data models which align to product and service and pricing
Discovery and recommendation engines and service consumption monitoring

8. www.xavient.com
8 | P a g e
STRONG PERCEPTION OF VALUE AND PERSONALIZATION
 Services, Product offerings, plans and upgrades customized to the customer needs like big data analytics,
customer profiling and recommendation engines.
 Proactive service affecting customer experience - correlation of network performance to subscribed services,
value and loyalty and churn preventative actions
6

9. www.xavient.com
9 | P a g e
PERSONALIZATION ENABLED SMART CUSTOMER EXPERIENCE SOLUTIONS
Summary
Your business may have achieve the optimal state in the delivery of products, services and support, but unless you have
the right technology, and data models, integrated correctly to enable world class customer experience, you will never
take your revenue and cost control to the next level.
The first kick-step is to understand where the gaps or opportunity areas are with your business against industry best
practices, metrics and benchmarks
Network and Device Discovery, identification, and correlation to content
and service delivery.
Network and device monitoring solutions for capacity utilization,
congestion, and traffic routing to proactively balance and reroute
transactions and processing to ensure consistent and high performing
services.

10. www.xavient.com
10 | P a g e
Xavient has been solving these challenges for some of the top Telecom and Cable operators in the world and have a
proven track record in helping our customers attain top scores in customer service and experience.
About the Author
Bob Hallahan, Vice President of Technology- Xavient Information Systems
Robert (Bob) brings over 25 years of extensive executive level strategic consulting and hands-on experience designing
and developing advanced OSS/BSS solutions enabling and supporting advanced revenue generating services for all
Tier-1 US 3/4G Wireless, Cable MSO, and Direct Broadcast Satellite networks, as well as numerous international
operators. Robert holds specialized expertise in setting strategic technical vision, operational optimization,
transformation, solution and data architecture, and orchestrating World Class product development enabling
deployment of next generation service offerings.
Robert holds an MBA in Marketing & Finance from Marymount University, in Arlington, VA, and a Bachelor of Science
in MIS Management Information Systems, from the University of Maryland, in College Park Maryland.
People Technology Process
Data based on
quantifiable
measurements
Contact Us
Xavient Information Systems
2125 B Madera Road; Simi Valley, C.A 93065.
Main Line: 1.805.955.4111, Fax Line: 1.805.955.4144
Visit Us: www.xavient.com