Case Study: Unite achieves clearer journey management and customer insights with cxomni

How to Manage Complex Customer Journeys

Unite, a major e-procurement platform, was struggling to manage its complex and numerous customer journeys with its manual, whiteboarding tool approach. The process required significant effort to update, lacked a central repository, and could not integrate CX data. To address these challenges, Unite sought a comprehensive software solution from vendor cxomni to implement a company-wide Journey Management Framework.

cxomni provided its Customer Journey Management platform, which served as a central repository for all journeys and insights, featured robust filtering and tagging functions, and enabled integration with Unite's existing software stack. The implementation resulted in improved cross-departmental collaboration, a "common language" for customer centricity, and the ability to quickly uncover and act on insights. Teams found it easier and more transparent to understand customer journeys, and Unite is now planning to expand the framework company-wide and integrate real-time KPIs.

Unite

Saskia Kraft

Head of Global Customer Experience