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Build a Strong Technology Foundation for Customer Experience Management

Design an end-to-end technology strategy to drive sales revenue, enhance marketing effectiveness, and create compelling experiences for your customers.

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Your Challenge

  • Technology is a fundamental enabler of an organization’s customer experience management (CXM) strategy. However, many IT departments fail to take a systematic approach when building a portfolio of applications for supporting marketing, sales, and customer service functions.
  • The result is a costly, ineffective, and piecemeal approach to CXM application deployment (including high-profile applications like CRM).

Our Advice

Critical Insight

  • IT must work in lockstep with their counterparts in marketing, sales, and customer service to define a unified vision and strategic requirements for enabling a strong CXM program.
  • To deploy applications that specifically align with the needs of the organization’s customers, IT leaders must work with the business to define and understand customer personas and common interaction scenarios. CXM applications are mission critical and failing to link them to customer needs can have a detrimental effect on customer satisfaction and ultimately, revenue.
  • IT must act as a valued partner to the business in creating a portfolio of CXM applications that are cost effective.
  • Organizations should create a repeatable framework for CXM application deployment that addresses critical issues, including the integration ecosystem, customer data quality, dashboards and analytics, and end-user adoption.

Impact and Result

  • Establish strong application alignment to strategic requirements for CXM that is based on concrete customer personas.
  • Improve underlying business metrics across marketing, sales, and service, including customer acquisition, retention, and satisfaction metrics.
  • Better align IT with customer experience needs.

Research & Tools

Start here – read the Executive Brief

Read our concise Executive Brief to find out why you should build a strong technology foundation for CXM, review Info-Tech’s methodology, and understand the four ways we can support you in completing this project.

2. Create the framework

Identify drivers and objectives for CXM using a persona-driven approach and deploy the right applications to meet those objectives.

Guided Implementations

This guided implementation is a seven call advisory process.

Guided Implementation #1 - Drive measurable value with a world-class CXM program

Call #1 - Determine project vision for CXM
Call #2 - Review CXM project charter

Guided Implementation #2 - Create a strategic framework for CXM technology enablement

Call #1 - Review environmental scan
Call #2 - Review application portfolio for CXM

Guided Implementation #3 - Finalize the CXM framework

Call #1 - Confirm deployment best practices
Call #2 - Review initiatives rollout plan
Call #3 - Confirm CXM roadmap

Onsite Workshop

Discuss This Workshop

Book Your Workshop

Onsite workshops offer an easy way to accelerate your project. If you are unable to do the project yourself, and a Guided Implementation isn't enough, we offer low-cost onsite delivery of our project workshops. We take you through every phase of your project and ensure that you have a roadmap in place to complete your project successfully.

Module 1: Create the Vision for CXM Technology Enablement

The Purpose

  • Establish a consistent vision across IT, marketing, sales, and customer service for CXM technology enablement.

Key Benefits Achieved

  • A clear understanding of key business and technology drivers for CXM.




CXM fireside chat


CXM business drivers


CXM vision statement

  • CXM vision statement

Project structure

  • CXM project charter

Module 2: Conduct the Environmental Scan and Internal Review

The Purpose

  • Create a set of strategic requirements for CXM based on a thorough external market scan and internal capabilities assessment.

Key Benefits Achieved

  • Well-defined technology requirements based on rigorous, multi-faceted analysis.




PEST analysis


Competitive analysis


Market and trend analysis

  • Completed external analysis
  • Strategic requirements (from external analysis)

SWOT analysis


VRIO analysis

  • Completed internal review

Channel map

  • Channel interaction map

Module 3: Build Customer Personas and Scenarios

The Purpose

  • Augment strategic requirements through customer persona and scenario development.

Key Benefits Achieved

  • Functional requirements aligned to supporting steps in customer interaction scenarios.




Persona development


Scenario development

  • Personas and scenarios

Requirements definition for CXM

  • Strategic requirements (based on personas)

Module 4: Create the CXM Application Portfolio

The Purpose

  • Using the requirements identified in the preceding modules, build a future-state application inventory for CXM.

Key Benefits Achieved

  • A cohesive, rationalized portfolio of customer interaction applications that aligns with identified requirements and allows investment (or rationalization) decisions to be made.




Build business process maps

  • Business process maps

Review application satisfaction

  • Application satisfaction diagnostic

Create the CXM application portfolio


Prioritize applications

  • Prioritized CXM application portfolio

Module 5: Review Best Practices and Confirm Initiatives

The Purpose

  • Establish repeatable best practices for CXM applications in areas such as data management and end-user adoption.

Key Benefits Achieved

  • Best practices for rollout of new CXM applications.
  • A prioritized initiatives roadmap.




Create data integration map

  • Integration map for CXM

Define adoption best practices

  • End-user adoption plan

Build initiatives roadmap


Confirm initiatives roadmap

  • Initiatives roadmap