CX Platform Evaluation Checklist

When evaluating a Customer Experience (CX) platform, it's important to ask comprehensive questions to ensure the platform meets your organization's needs. Here are key questions to consider:

General Capabilities

1. What are the core features of your platform?
2. How does your platform integrate with existing systems (e.g., CRM, ERP, marketing automation)?
3. What types of customer data can your platform collect and analyze?
4. Can you provide examples of how your platform has improved customer experience for other clients?

Data and Analytics

1. What analytics and reporting tools are included?
2. How does your platform use AI and machine learning to enhance customer experience?
3. Can the platform provide real-time insights and alerts?

User Experience

1. How user-friendly is the platform for different user roles (e.g., customer service agents, marketers, managers)?
2. What customization options are available for dashboards and reports?

Customer Journey Mapping

1. How does the platform support customer journey mapping and optimization?
2. Can the platform track and manage interactions across multiple channels (e.g., web, mobile, social media)?

Implementation and Support

1. What is the typical implementation timeline and process?
2. What training and onboarding services do you offer?
3. What ongoing customer support and resources are available?

Security and Compliance

1. How do you ensure the security of customer data?
2. What privacy controls are available to manage customer data permissions?

Pricing and Scalability

1. What is your pricing model?
2. How does the platform scale with business growth?
3. Are there any additional costs for upgrades, integrations, or additional features?

Performance and Reliability

1. What uptime and performance guarantees do you provide?
2. Can you provide references from current customers in similar industries?

By asking these questions, you can thoroughly evaluate the capabilities, compatibility, and value of a Customer Experience platform to ensure it aligns with your organization’s goals and requirements.