Social selling, customer experience, digital first, customer journey, selfservice, Customer engagement and social media. All very interesting in the digital transformation. But how do you do it?

1. Customer
engagement
in a connected
world
CX COMPANY
Personal service and sales.
Across every channel.
With every customer. Every time.

2. 2 CX COMPANY
We live in a
connected world...
Let’s make it personal
Engagement
Services
Digital Engagement
Self-service and sales across all digital
channels powered by our digital customer
engagement platform, DigitalCX.
Social engagement
Technology and operational consultancy
to build high performance inhouse social
customer operations.
Live engagement
Outsourced social customer engagement and
agent assisted services from our 24/7/365
Digital Customer Engagement Centre.
In today’s connected world your customers
use digital channels to share information,
swap news, ask questions, get answers, find
friends, make plans and more. It’s all about
personal connections. So, when they use
digital channels to get in touch with your
business, shouldn’t that be personal too?
We think so.
That’s why everything we do at CX
Company is about helping you create highly
personalised service and sales experiences
across digital channels and devices.
Experiences your customers will find
convenient, rewarding and fun. Experiences
that build loyalty, advocacy and business
value for you.

3. 4 CX COMPANY CLIENT TESTIMONIAL 5
CX Company has supported a digital
transformation within Robeco, with online
self-service supplemented by web chat and
underpinned by DigitalCX. New customer
growth has quadrupled, assets under
management have risen 20% and cost to
serve fallen 40%. The transformed Robeco
has been named ‘Best for Online Customer
Service’ in the Dutch Contact Centre Awards
and has the best online sales conversion rate
according to independent research.
“Throughout the transformation of
our business CX Company has been
a true partner, showing us at every
step what digital engagement can do
for our customers and our business –
then working alongside us to make it
happen.”
Basil Schoonens
Director of Investment Services, Robeco Retail
International asset management business.
4 CX COMPANY

4. 6 CX COMPANY DIGITAL CUSTOMER ENGAGEMENT 7
Our digital engagement solutions are
powered by our unique digital customer
engagement platform, DigitalCX.
DigitalCX drives relevant customer journeys
by understanding the context customers bring
to each one. Its unmatched natural language
and semantic search capabilities interpret
customer intent and sentiment. Its ability to
map ‘the journey so far’ based on click paths
and page visits, reinforces your ability to
understand what customers are looking for
and to provide the help they need.
…to personalisation
When DigitalCX is integrated to your backend
systems it gains a 360° view of the customer
for ultimate personalisation. Now you can
deliver personalised service responses and
sales offers based on each customer’s status,
history and known preferences. Expect to
see customer experience scores and sales
conversion rates soar.
Our support
We’ll work with you to implement DigitalCX
in your business and use it create new sales
and service approaches that allow digital
channels to achieve their full potential.
Insight services that help you understand
what customers are trying to achieve
and how your digital performance can be
improved.
Journey design services that help you
design and build powerful customer
journeys that are efficient, intuitive and
rewarding.
Knowledge management services that
make creating and managing online
content easy.
Digital
Engagement
From context...

5. 8 CX COMPANY DIGITAL CUSTOMER ENGAGEMENT 9
Social
Engagement
Our Social Engagement services
combine technology with operational
consultancy to help you build effective
customer operations that manage
social at scale.
Our technologies address every aspect
of social customer engagement. As a
top performing Salesforce Licence and
Implementation partner we provide global
access to its industry leading Salesforce Exact
Target Marketing Cloud, including Social
We’ll design the ideal operating model to
deliver your social media strategy, advising
on staffing and training your teams. With
our background in multi-channel customer
engagement we can also advise on integration
with other channels. Our insight services use analytics to interpret
data from social interactions, helping us to
design better customer journeys on social
channels.
Our Social Monitoring Services track customer
sentiment, competitor activity and market
developments and can help you stay alert to
business opportunities and challenges.
Studio. To that we’ve added a mix of insight,
security and operational technologies that
maximise social performance.
Technology
Operational Consultancy
Complementary services

6. 10 DIGITALCX
“With CX Company we’re accelerating
our adoption of social media. In the first
year we doubled campaign activity,
secure in CX Company’s ability to handle
every response we generate with speed,
accuracy and professionalism.”
Martine Barbier-Westhuis
An outsourced team within CX Company’s
Amsterdam-based Digital Customer
Engagement Centre manages all of
Randstad’s social media interactions with
a response time of less than 30 minutes.
Randstad’s reach on Facebook and Twitter
has doubled.
Market leading recruitment agency.
10 CX COMPANY CLIENT TESTIMONIAL 11

7. 12 CX COMPANY DIGITAL CUSTOMER ENGAGEMENT 13
We’ll work to extend brand reach, value and
positive sentiment across social channels
by engaging with consumers in ways they
appreciate and value. By responding
positively – liking posts, sharing opinions,
responding to comments – our agents will
grow your fan base and turn fans into active
ambassadors.
Social brands
We’ll support all your digital channels,
providing human support via web chat,
co-browsing, email and – when absolutely
necessary – voice.
Agent assisted
Our agents are your customers’ first point of
contact on social to get questions answered
and issues resolved. We commit to industry
leading response times and ensure those
responses are creative, relevant and a source
of delight.
Social service
Our agents identify sales opportunities
by spotting buying signals and instigating
point-of-need conversations. Whether our
remit is to generate leads or close the sale
they’ll move quickly to secure a buying
decision.
Social sales
Live
Engagement
Our Digital Customer Engagement
Centre operates 24/7/365 to
provide outsourced service, sales
and engagement via social and
agent assisted channels.

8. 14 CX COMPANY DIGITAL CUSTOMER ENGAGEMENT 15
CX Company provides technology,
services and support that make
personal customer engagement
possible across every digital channel
and device.
Our digital, social and live engagement
services are making personal engagement a
reality for leading businesses and big brands
across
17 countries.
Ready to engage?
Contact us now.
hello@cxcompany.com
www.cxcompany.com
Europe +31 88 34 50 300
UK +44 1425 614 070
Germany +49 211 5388 32 34
USA +1 212 681 2566 ext. 302

9. Engaging
Customers
in a connected
world
CX Company provides technology, services
and support that make personal customer
engagement possible across every digital
channel and device.
Find out how CX Company can support your
digital business.