- Electronic Servitor Publication Network is a technology-oriented digital engagement and activation company
- The company has developed and is commercializing its Digital Engagement Engine(TM), which helps companies elevate digital content and drive better digital interactions within current and new communities
- Customer experience experts agree that companies need to embrace technologies to maximize customer satisfaction and methodically cultivate superior end-to-end CX capabilities
- Using its sophisticated technology stack, employed as a managed service, XESP helps companies build end-to-end capabilities that allow them to win and maintain customers in the present, while capturing future opportunities
Customer experience is the process of measuring, analyzing, enhancing, and delivering superior customer interactions with a brand or business (https://ibn.fm/LC8zk). As such, companies need to pay attention to the full customer experience (“CX”) in order to unlock short-term profitability and also build long-term sustained advantage. This is seen as requiring a carefully crafted and orchestrated CX approach, a survey by consulting firm BCG reveals (https://ibn.fm/TjfW6).
BCG, which interrogated digital transformations at major organizations globally, established that companies leading in CX created 55% more value, recorded 190% higher revenue growth, and witnessed 70% higher customer loyalty than competitors that did not invest in CX. Furthermore, according to the survey, the CX landscape is changing, driven by data and digital transformation, increasing investments in the space, and the growing recognition of the value CX holds as a source of competitive advantage and a strategic differentiator.
With this in mind, BCG recommends business should strive to “reimagine their approach to operations, talent and technology with the customer as a starting point” and harness data, artificial intelligence (“AI”) and AI-powered automation, personalization, and other technologies to maximize customer satisfaction. Moreover, companies should “methodically cultivate end-to-end capabilities that allow them to win customers in the present and capture new opportunities in the future.”
Broadly speaking, there is a consensus of opinion around the value of CX, with experts echoing or supplementing the findings of the BCG report. On her part, Jeannie Walters, an award-winning customer experience professional, observes that business leaders can leverage automation and technology to provide excellent customer experiences while adapting to challenges caused by inflation, labor shortages and supply chain disruptions.
“Customers are looking for personalized experiences,” writes Walters in an article in CMSWire (https://ibn.fm/2FZyf). “By leveraging technology, businesses can offer personalized experiences and improve customer satisfaction rates. For instance, businesses can use chatbots to provide quick and efficient customer service, or they can use data analytics to better understand customer needs and preferences.”
The consistent message within this space is that companies need to build a robust infrastructure, use reliable technology, and develop strong processes that foster a deeper understanding of customers, improve their execution of customer interactions, and drive innovation. And this is where Electronic Servitor Publication Network (OTC: XESP), a managed service digital engagement and activation company, comes in.
A market disruptor for B2B companies using cutting-edge technology to reach their target markets, XESP has developed and is commercializing its Digital Engagement Engine(TM), which combines automation, unique data management and microservices architecture to elevate digital content and drive better digital interactions within current and new communities. The company anchored the development of the Digital Engagement Engine(TM) in data analysis and smart technology, creating a tech stack that can identify even the narrowest of niches within clients’ respective target markets, tailor content to meet their exact needs, and deliver the content to them right when they need it.
Remarkably, XESP’s approach is not lifted from the conventional CX playbook; it is rather unique. And as the company CEO Peter Hager explained in an interview with Proactive (https://ibn.fm/LppE0), this uniqueness is responsible for making the company good at what it does. “We just took an immense amount of focus on what happens when you’re not face to face with your customers. Many people look at the customer experience as a face-to-face [interaction] or just the brand, but they haven’t really followed the journey of the customer when they’re not face to face,” explained Hager.
XESP resolved to tackle the underlying problem by creating a system that allows client companies to sense and respond to what their users and customers are looking for when interacting with them digitally. This approach, according to Hager, created an edge.
By using Electronic Servitor Publication Network’s sophisticated technology, which the company employs as a managed service, client companies do not need to continually add tools, services or personnel to achieve growth through new or existing products and services. In fact, XESP’s service functions with and at a level above a company’s existing personnel, programs and infrastructure. XESP helps companies build end-to-end capabilities that allow them to win customers in the present and capture new opportunities in the future.
For more information, visit the company’s website at www.XESPN.com.
NOTE TO INVESTORS: The latest news and updates relating to XESP are available in the company’s newsroom at https://ibn.fm/XESP
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