CX Technology
Matchmaker
The Customer Experience Technology Matchmaker (or CX Technology Matchmaker for short) is designed for business leaders looking to find and select new CX technology to transform their business and how they interact with their customers across multiple channels.
We help guide tech leaders at every step of their technology interest, from bringing new CX vendor ideas to a full CX IT procurement process and everything in between.
We can run the individual parts of your Customer Experience technology procurement or we can run the complete CX selection process. Whatever your need, we are here to help.
CX Technology Procurement
Frequent Asked Questions
What technology areas do you cover with the CX Technology Matchmaker?
We cover the full customer experience software and services marketplace. As a Technology Matchmaker, Viewpoint Analysis simply connects customers with a need, to those Customer Experience software vendors or CX service providers that can provide the solution to the need. Our job is to understand what the customer team really needs, and then bring the right vendors to the table to be able to offer suitable solutions.
How can Viewpoint Analysis help us with our CX Technology procurement?
The CX Technology Matchmaker is designed to help customer-facing teams to find and/or select customer experience software and CX services. Our solutions can help the business team to find new innovative CX systems and introduce customer experience vendors that can help with particular issues. Our job is to understand the marketplace - so that when our customer needs those new technology ideas, we can quickly bring the right CX technology vendors to the table.
If our clients know what they need, we run CX market assessments (our Technology Matchmaker Service) and customer experience RFPs (through our Meet My Need service and our Rapid RFP service) to quickly find the right CX technology to meet their needs.
Do you only work with certain customer experience software vendors?
No, we are not tied to any CX software vendor and do not receive any compensation for introducing our clients to them or bringing them into a customer experience technology selection process. We only work on behalf of our clients. Our service is built to help our customers to find and select new customer experience technology and therefore we will go to whichever vendor can offer the right service to our client. Furthermore, we only act a matchmaker - meaning that we bring the different vendor options, but ultimately it is the customer team and CX leadership team that make the vendor selection.
How long does a CX Vendor Selection Process take to complete?
We strongly believe that a CX software selection process should be quick and easy - both for the business team and also for the CX software vendor and systems integrator (if applicable). There is a business requirement that is driving the selection process, and we want to make sure that our clients get on to implementing the CX software or CX services rather than spending weeks and months on the technology vendor selection. Our Project Matchmaker and Rapid RFP are both designed to quickly find and then select the right IT vendor for the customer - we expect the process to be completed in a few weeks (an average of 6 to 7 if we go from a standing start).
Can you provide a list of different CX vendors that may be worth our initial consideration?
We compile our own CX Technology Guide (or customer experience software guide) for customers to understand the different technologies that are available in the marketplace. Our customers are usually internally focused and looking at the running of their business. As such, they rarely have an opportunity to look at the customer experience software arena to understand the options that are available. Our CX Technology Longlist is a CX technology guide for all areas. Further details can be found above.
Can you run a CX RFP process?
Yes we can run a CX RFP but our vendor selection process is not an old-school customer experience RFP process, it is super quick and super easy to run. We want the process to be simple for the buying team and simple for the customer experience software vendors. We want to drive a CX software selection decision in the quickest possible time - whilst getting the right solution. We also want to build a partnership between the CX technology vendor and the customer team. So yes, our Rapid RFP and CX Vendor Selection might be what you need to make your customer experience vendor selection.