In a world where customer experience is king, extracting meaningful strategic insights requires a partner with unrivaled expertise. At CMI, we redefine what it means to be a CX market research firm by providing a consultative approach that seamlessly translates CX into tangible business outcomes for you. From identifying pain points and the “whys” to recommending actionable strategies aligned specifically to your business, we are committed to helping you enhance every facet of the customer journey.
What Differentiates CMI – Our Next-Gen CX
Our proprietary data hub, Viewpoint™, integrates your internal data with feedback across all channels. Every aspect of your customer’s journey is connected. And, with our closed-loop management system (upgradeable by integration to Salesforce Service Cloud)—you can drive action and customer responsiveness across the enterprise.
We are measurement architects. We believe it’s critical to understand your needs, environment, and management practices and then purposefully design and budget our solution to fit.
Time is precious, and our commitment to delivering succinct, impactful insights means you get clarity and direction when needed for strategic decision-making. We don’t just deliver findings. We collaborate closely with you to tailor strategies that integrate seamlessly with your business goals.
The End-to-End Customer ExperienceComponents of CMI's EFM platform
Measure
- CX Tracking
- Closed Feedback Loops
- White Labeled Domains
- Audio Open-Ends
- Triggered Alerts
- SMS & Email Invites
- Data HUB
- Advanced Data Automation
- Store Design
Experience
- Touchpoint Experience Design
- Ethnographies
- CX Journey Mapping
- Day-In-the-Life
- Moments That Matter
- Shop-Along
- Focus Groups / IDIs
- CX Digital Diaries
- Guest Dinning Experience
Strategize
- Pricing
- In-Store Insights
- Segmentation
- Switcher / Churn
- Basket Size
- Cannibalization
- Shelf Optimization
- State of the Market
- Guest Dinning Optimization
Visualize
- Visually Crisp PowerPoints
- CMI Viewpoint™
- Crosstabs With PPT Export
- Video Recaps
- Infographics
- Digital Magazines
- Executive Presentation Decks
- Tableau Custom Dashboards
Capabilities
- Closed-Loop Feedback
- Customer Journeys
- Customer Satisfaction & Loyalty
- EFM
- Immersion
- Online Communities
- Niche Audiences
- Tracking
- Viewpoint™
