Successful with Experience Management (XM)

Learn how to set up an experience management program step by step in our whitepaper.

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Successful with Experience Management (XM)

Bring XO data together

What do customers, employees and suppliers think of your company? And what feelings do users associate with your products or services? That’s what Experience Management tells you. With the combination of operating data (O data) and experience values (X data), you are able to measure user experience on a finely-tuned basis and in real time. Become part of the Experience Economy, and give your users the best personal experience. The future of successful digitalization lies in Experience Management.

What is Experience Management?

Understand

Understanding what your customers, employees and suppliers really want is the key to sustainable success. Your users often tick differently than expected, however. XM tells you how they really feel.

Empower

XM enables you to intelligently combine your operational data (O data) on ordering processes, customers and sales with experience data (X data) that comes from individual and finely-tuned surveys and empirical values.

Digitalize

Drive the automation of your business processes and become innovative for the long term. Successful digitalization means relying on permanent experience management.

0 %

are dissatisfied with your degree of digitalization.

0 %

assume that your business is at risk if it does not keep pace with digitalization.

0 %

hope for higher customer satisfaction through the collection of XO data.

Study "When Data Drives Experience"

EASY SOFTWARE AG, together with the German auditing firm KPMG, conducted a representative survey on the degree of digitalization and the use of Experience Management. Download the complete study and find out why the Experience Management trend is set to prevail.

How digitalized are 400 companies from Central Europe?
How will the importance of Experience Management be assessed for the future?
What hurdles do companies envisage with the use of Experience Management?

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With Experience Management you have a 360° view of all stakeholders

Customer Experience

The best Customer Journey
Employee Experience

Find and retain employees
Supply Chain Experience

Inspiring business partners and suppliers

The best Customer Journey

All companies want to focus on customer benefits. Only with the combination of X/O data, however, is it possible to recognize needs and trends – and in real time. A survey tool such as Qualtrics sends targeted and individual surveys to the user immediately after a business transaction.

This allows you to respond directly to feedback, personalize services and processes, and improve the customer journey.

Intensive interaction with customers
Knowing what customers really want
Feedback leads to targeted improvements
Decisions are based on data, not “gut feeling.”

Find and retain Employees

How are your employees or applicants doing? The success of companies increasingly depends on well-trained and committed employees. Inspiring them, winning them over, and making them loyal to the company on a long-term basis only works if you know what your employees want and how they feel.

Experience Management also provides you with important data that you can convert directly into measures.

Company success stands and falls with your employees
Company car and company mobile phone or rather modern culture and self-determined working: Knowing what employees really want
Building a personalized and emotional relationship

Win-win situation: Supply chain experience

The procurement process is not a one-way street, it is based on reciprocity. Your suppliers benefit from simple processing and short terms of payment, while your company benefits from favorable conditions and better availability. How do your suppliers cope with your communication channel, is a move to the cloud favored, are things bogged down in the process?

Interview your suppliers and optimize your business relationships.

Cooperation is based on trust, esteem and cooperation
Benefit from mutually gained knowledge
A continuously improved cooperation with XM is guaranteed
The focus is on value creation that is thought end-to-end

With Experience Management (XM), you make decisions with data, not with your gut.

EASY SOFTWARE uses Experience Management for its own processes and, on a project basis with the X/O App, has created a web service that queries the user experience in real time for presentations or events and intelligently combines XO data.

Intelligent company with EASY ApiOmat

Intelligent company with EASY ApiOmat
Integration solution that combines X and O data
Multi-Experience Platform as layer between backend, survey tool and your applications
Individual surveys in real time
Connection to all possible business processes

Project: XO App with EASY ApiOmat

Get feedback e.g. directly after presentations or events
Data protection is guaranteed, only you receive evaluations
Analytics: Summaries are processed intelligently
Conclusions on the problem areas of your processes are easily possible
Flexible use for every channel and every backend system

With XM, your digitization in the Experience Economy will be successful

Feedback culture and end-to-end perspective on all business processes
360° view of all stakeholders, not just customers
Recognize trends, understand needs, draw conclusions

Increase satisfaction among all stakeholders
Experience Management is Enabler for Your Digitization
Increase sales, increase growth, drive innovation

Customer success stories

LBBW‘s new customer portal offers a future-looking and smooth userexperience. According to Thomas Löffler, IT manager for LBBW‘s Commercialplatform, LBBW is extremely satisfied with the current statusof the project and the collaboration with EASY.

BKK Linde delegated customer concerns digitally

With the service app from BKK Linde, insured customers can now make customer data available on all channels in compliance with the data protection requirements. Insured customers can themselves decide when and where they provide the data.

In the pharmaceutical industry securing the supply chain and protecting against product counterfeiting play an important role here. Here, solutions are required which confirm the integrity of the drug packaging or warn of possible manipulation.

BKK Linde digitizes the paper process family portfolio care

Accessing healthcare should be easy and on-demand and for those insured with the Linde Corporation’s Health Insurance, it is. BKK Linde built their newest digital service at startup speed while ensuring the project, and all future projects, will fulfill EU data privacy standards as well as special German insurance-data privacy regulations.

Further customer stories