NEXORAMANexorama is our new model for innovating and
diversifying into new areas.
ABOUT GIFTCART.COMWith huge strengths in technology, experience
design, strong commitment and insight to make Giftcart.com a leading
name in e-gifting globally, the team has put together some of the
industry's first and unique propositions such as Personality based
gifting, Gift Wizard, Gift Registry, Wish list, Event Butler, Advanced
Search and more.
ABOUT INDIC.COMIndic is a company that has digital experience
platforms to serve a broad range of audiences with consistent, secure
and personalized access to products, services, and experiences across
many digital touchpoints.
Indic has a portfolio of brands in stealth mode. For more
ABOUT SWEVEN DIGITALSweven is a brand new company with 1000+ Man years
of CRM and Customer Experience Proficiency. Sweven branched out to craft
a new story of Sweveners — The dreamers and doers operating in the
Trillion Salesforce Economy. Sweven is headquartered in San Francisco
with operations and delivery centers in India and fast expanding into
other regions. For more
ABOUT TEKCORPTekcorp offers complete Cloud Transformation
Journeys for the customers along with IT Infrastructure Services such as
Networking, Storage, Security, and Trust Management across Industry
verticals. Tekcorp also operates Technology Division in alliance with
leading partners. For more
C.Digital Mastermind for Customer Experience Best Practices. Comparing
Customer Lifetime Value (CLV) and Experience Lifetime Value (XLV)
Experience ID and Experience Lifetime Value (XLV) are the trademarks of
CUSTOMER LIFETIME VALUE
Customer Lifetime Value (CLV) can be measured in the following way:
Identify the touchpoints where the customer creates the value
Integrate records to create the customer journey
Measure revenue at each touchpoint
Add together over the lifetime of that customer
EXPERIENCE LIFETIME VALUE
Experience Lifetime Value (XLV) on the contrary can be measured as
Identify the self-service channels and experience gain
Track CX (customer advocacy or reviews) that has impact
Measure CSAT at each touchpoint
Add together over the lifetime of the experience journey
WHAT IS EXPERIENCE LIFETIME VALUE
The “Experience Lifetime Value (XLV)” — also known as “Customer Engagement
Value (CEV)” is the ability to combine and orchestrate business decisions, technology
capabilities, and organizational policy and structures to clearly and measurably drive
customer satisfaction, loyalty, and advocacy.
Understanding and meeting (or exceeding) the expectations of the customer
will be the difference between enterprise success and failure in a digital-business-driven
A Customer Engagement Hub Drives XLV
A "Customer Engagement Hub" is a technology and process initiative that
supports personalised, contextual customer engagement, whether through a human, an artificial
agent or sensors, across all interaction channels.
is a architectural framework that ties multiple systems together to optimally engage the
allows personalised, contextual customer engagement, whether through a human, an
artificial agent or sensors, across all interaction channels.
reaches and connects all departments, allowing, for example, the synchronization of
marketing, sales, and customer service processes.
BOARD ACTIONS FOR ENHANCED CUSTOMER
Assign a board member as the “evangelist” responsible for XLV.
Ensure executive management is focused on driving cultural transformation across
enterprise silos with a coordinated focus on the customer.
Task executive management with evaluating the success of XLV initiatives and
investments by measuring increases in customer retention, revenue/customer, and
Establish a quarterly reporting mechanism to the board on XLV improvements (e.g.,
using NPS as a measure).
Make XLV improvement a key performance measure for top management.
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