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What is CRM? The Backbone
of Customer Relationships
Customer Relationship Management (CRM) is the foundation of
every customer-centric business. It helps organizations store,
manage, and analyze customer interactions, ensuring data-driven
engagement across sales, marketing, and service teams
What is Customer
Experience? The Art of
Engagement & Loyalty
CX goes beyond managing data—it’s about how customers
perceive and interact with your brand at every touchpoint.
A well-designed CX strategy fosters loyalty, satisfaction, and
brand advocacy, creating deeper emotional connections with
customers.
The customer's perceptions and related feelings caused by
the one-off and cumulative effect of interactions with a
supplier's employees, systems, channels or products.
It has three main building blocks
Understand Customers
1. Voice of the Customer
2. Customer Research
Set Customer Experience Strategy
3. Strategy
4. Metrics
5. Personas and Journeys
6. Technology
Coordinate CX Across the Enterprise
7. Purpose Strategy
8. Customer-Centric Culture
9. Roles and Governance
CRM & CX:
Complementary Yet
Distinct
While CRM centralizes customer data, CX defines
how those interactions feel. Together, they create
seamless, personalized experiences that drive
business success.
AI’s Transformative Role in CRM & CX
AI is redefining CRM & CX with:
- Predictive analytics for hyper-personalization.
- Conversational AI for instant customer support.
- Automation to streamline workflows and reduce human effort.
The Future of CX: What's Next?
Voice & Conversational AI Revolution
Hyper-Personalization with AI & Data Analytics
Omnichannel Experience & Seamless Transitions
Customer Experience in the Metaverse
Voice & Conversational AI Revolution
Hyper-Personalization with AI & Data Analytics
Omnichannel Experience & Seamless Transitions
Customer Experience in the Metaverse
Creating Meaningful
Experiences Beyond Customers
Virtuos Digital (VDC) introduced Non-CX, focusing on how businesses create experiences beyond customers—for employees, partners, and even competitors. A strong Non-CX strategy can drive brand influence, partnerships, and future customer acquisition.
Machine Customers: AI & IoT-Driven Transactions
A machine customer is a non-human economic actor that autonomously
purchases products and services. AI-driven algorithms, IoT devices, and
automated procurement systems will soon reshape commerce, creating a
new category of digital buyers.
TEN MACHINES THAT WILL
BECOME CUSTOMERS IN THAT
2024s
VEHICLE
ROAD
FACTORY
BUYING ALGORITHM
MEETING ROOM
VEHICLE
ROAD
FACTORY
BUYING ALGORITHM
MEETING ROOM
Three Phases of Machine customer
Bound
Purchase specific
items as defined by
rules
Clearly Defined Choices
Human leads, machine executes Today
Adaptable
Make optimized
selections among
competing products
based on rules
Competing Choices
Both lead, machine executes2024-2025
Autonomous
Infer customer needs
based on rules, context
and preferences. Has its
own needs
Inferred Needs
Machine leads and executes 2036
Top CX Challenges Organizations Face
CX Challenge #1
Lack of Visibility & Clarity
No real-time insights into customer
journeys.
CX Challenge #2
Technology Limitations
Siloed tools, poor integrations, and
slow digital adoption.
CX Challenge #3
Weak Coordination
Marketing, Sales, and Service teams
are misaligned.
Empowering CX with
CXNow & CXDesk
Virtuos Digital (VDC) delivers end-to-end
CX transformation through
38%
of leaders see improving customer
experience and retenti on as the
primary purpose of initiatives to
deploy applications trained on large
language models
Reimagine CX with Virtuos Digital (VDC)
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