Created by a business oriented CCXP team, Cemantica has designed its B2B and B2C platform to better understand your Customer Journey and manage your CX program. Our business agility approach empowers us to adapt our offerings to your organization’s needs and at your own pace.
Create Journey Maps
Manage CX program
Connect VoC data
Create your tailored customer journey maps and share them across your organization! Click and export your maps as a PDF, Excel or image file. Take a step further with your CX program
Qualify all interactions & touchpoints
Visualize the customer sentiment map
Map your internal systems & departments
Personas are fictional characters that represent different customer segments within a targeted demographic, attitude or behavior set depicting specific customer categories.
You can create as many personas as needed!
Start by defining all the stages of your customer journey. Associate an image and a description in an easy-to-use format.
Stages are all set up? Now start listing your customer interaction touchpoints, pros, cons and insights
Visualize and compare your personas sentiment vs the real customer sentiment on a visual map with VoC data integration
Get a clear picture of the systems and departments involved in each stage - identify the potential internal issues within your organization.
Cemantica’s CX platform is a holistic end-to-end management tool ensuring a comprehensive CX approach from CX assessment to the action plan. Whether ideating, identifying stakeholders, assigning tasks, due dates and action items, you can now populate the stages of your customer journey. Our Journey Mapping Tool is an integral part of the CX Program Management process. Check out our CX program package
Run a CX assessment
Define your CX strategy
Build your Journey map
Setup an action plan
Conduct interviews and determine your CX maturity. Benchmark your company
Take our free online CX quiz and get your CX index
Build your CX strategy, define your brand promise, your brand values and set your objectives with a clear timeline and action owners.
Define your personas, build your journey maps and identify the pain points and opportunities.
It is time to start ideating! Rank your solutions by using a 7 criteria cost/benefit analysis and resource planning metrics.
Rollout the solutions to be implemented as per the action plan – milestones, action owners, task assignment & follow-up at each stage of the journey.
Real-time integration of VoC data sets that automatically feed into the Cemantica Platform. Whether it is NPS feedback, satisfaction surveys, case studies, customer interaction data stored in your CRM etc., we possess the integration capability to incorporate all the data sets into the system.
VoC data integration
Real-time customer sentiment
VoC connection to the Customer Journey
Powerful analytics dashboards
All VoC datasets can be integrated using Excel, CSV or Web services through our API – Use our AI mechanism to setup the analysis and connection of your VoC data into your customer journey maps.
Compare and cross-reference your personas sentiment level in your journey map with the real sentiment level of your customers
All the captured VoC data is integrated into the Customer Journey mapping tool and analyzed in real-time. Easy to manage your CX program process with on-going information updates
Visualize and compare your personas with real customer feedback and satisfaction at every touchpoint, stage and across all journeys.