Experience Management

Experience Management (XM) is the systematic approach to tracking, overseeing, and enhancing all interactions and touchpoints that a customer has with an organization throughout their journey. This concept spans various domains:

1. Customer experience (CX)

2. Employee experience (EX)

3. Product experience (PX)

4. Brand experience (BX)

By leveraging data, feedback, and advanced analytics, experience management aims to deliver superior experiences that meet or exceed the expectations of customers, employees, and other stakeholders. (read more on importance here) ​

Measuring experiences is crucial for several reasons, particularly in today’s competitive business environment where customer and employee satisfaction and loyalty can make or break a company. ​

Customer promise

PBI is committed to assisting our clients evolving in their operational environments by building concrete and sustainable customer experience management strategies, thereby achieving a competitive edge. We support in the implementation of these strategies and our approach is grounded in deep collaboration with our clients. ​

PBI has over 20 years of research and consulting experience in building stakeholder experience management (XM) processes, especializing within the B2B sector. We want to help you to get your XM processes up and running, aligning them with strategic goals. ​

Our partnership with Qualtrics creates a winning combination to meet your strategic XM needs.

We offer Qualtrics experience management platform implementation and consultant services as a certified partner. We help you implement your Qualtrics platform, build and implement the processes around it, as well as provide analytics support. 

Qualtrics centralizes all experience data on your customer, employee, brand and product, empowering you with the insights you need to make the right business decision. PBI brings market leading industrial B2b research and know-how to the table, and combining it with Qualtrics’ cutting edge technology, PBI and Qualtrics can provide unparalleled strategic XM solutions for B2b companies. Create a culture of action by embedding experience data in your operational systems and automating insight distribution

Our services

We help you answer key strategic questions like:

•Are you leveraging customer insights to stay ahead in your industry?

•How do your customers’ experiences impact on sales, profitability and contract renewals?

•How does your company’s performance impact on customer experience?

•Are you providing the right products, services and performance to the right customers?

•Does the customer experience support your strategy execution?

•What is your long-term strategy for sustaining excellent customer experiences?

•Is your experience management strategy scalable as your business grows?

•How seamless is the integration between your customer experience platforms and other business systems?

•How engaged and motivated are your employees in delivering exceptional customer experiences?

•Are you making data-driven decisions to enhance experiences?

•Do you have the analytics tools to understand customer behavior and preferences?

•How do you measure the impact of improved customer experiences on your bottom line?

•Do you have a risk management strategy for handling negative customer experiences?

Maturity Assessment

We offer experience management (XM) maturity assessments. A maturity assessment acts as the first catalyst for auditing the current program.

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Check where your company lies.

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