Challenges and opportunities of using an experience management platform in Smes

Abstract

More than half of all U.S.customers state that customer experience inorganization needs improvement. This is a tremendousexperience gap which experience management software attempt to close.This paperaimsto give an overviewofExperience Management in managerial literature and introducesthe Experience Management platform “Qualtrics”with its fourpillars brand, product, customer and employee. The findings of this paper suggest that there is little existing knowledge of Experience Management in SMEs.There fore,the paper analyzes the challenges and opportunities of applying Experience Management software in SMEs. The study revealsthat XM platforms significantly help small businesses to collect experience data inside and outside the organization.