A powerful mapping platform that integrates your VoC data

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.

3 steps, one platform!
01

Create Journey Maps

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Manage CX program

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Connect VoC data

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Our customer journey mapping tool:
Easy & fully customizable!

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

01

Create personas

02

Define stages

03

Qualify all interactions & touchpoints

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Visualize the customer sentiment map

05

Map your internal systems & departments

01
Personas

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!

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Ready, set, go!

Start by defining all the stages of your customer journey. Associate an image and a description in an easy-to-use format.

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Interactions in action!

Stages are all set up? Now start listing your customer interaction touchpoints, pros, cons and insights

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How do your customers feel?

Visualize and compare your personas sentiment vs the real customer sentiment on a visual map with VoC data integration

05
What is happening backstage?

Get a clear picture of the systems and departments involved in each stage - identify the potential internal issues within your organization.

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Build your CX program:
full, fast & all-in-one

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

01

Run a CX assessment

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Define your CX strategy

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Build your Journey map

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Ideate solution

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Setup an action plan

01
Are you CX ready?

Conduct interviews and determine your CX maturity. Benchmark your company

Take our free online CX quiz and get your CX index

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Setting your company’s course!

Build your CX strategy, define your brand promise, your brand values and set your objectives with a clear timeline and action owners.

03
Time to work on your Map!

Define your personas, build your journey maps and identify the pain points and opportunities.

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Which solutions should you implement?

It is time to start ideating! Rank your solutions by using a 7 criteria cost/benefit analysis and resource planning metrics.

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Deploy your action plan

Rollout the solutions to be implemented as per the action plan – milestones, action owners, task assignment & follow-up at each stage of the journey.

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Connect your VoC data to your journey map

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 package

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VoC data integration

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Real-time customer sentiment

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VoC connection to the Customer Journey

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Powerful analytics dashboards

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How do we integrate VoC data?

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.

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Turning “static data” into actionable insights

Compare and cross-reference your personas sentiment level in your journey map with the real sentiment level of your customers

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Your data fully connected!

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

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Deep analysis of your customer satisfaction

Visualize and compare your personas with real customer feedback and satisfaction at every touchpoint, stage and across all journeys.

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