Experience Management Services

Helping companies develop customer-centric competencies and a culture of continuous experience optimization.

Why Do You Need Experience Management Services?

Customer expectations of brands change constantly and are rising more dramatically than ever before. A person who has a singular, positive ecommerce experience raises their expectation for all other online interactions thereafter. From groceries to cars to even healthcare. Managing customer experience (CX) has evolved from fulfilling basic tasks to meeting these increased expectations.

The discipline of managing experiences is complex, but when executed well, can drive loyalty, retention, acquisition – all while aligning teams collaboratively and lowering operating costs. There are six key elements required to have a high-functioning customer-centric organization:

  • Assess current CX maturity level and organizational readiness to evolve
  • Co-create 5-year CX vision with C-suite partnership and alignment
  • Develop CX strategy, team, and prioritization roadmap
  • Introduce CX measurement programs (beyond Voice of the Customer feedback)
  • Implement “insight to action” mechanisms and track success
  • Embed a customer-enablement culture

Our Approach to Personalized Experience Management Services

Helping companies move from product-focused to customer-centric with our Experience Management solution:


Deep Understanding of Customer Needs

  • Customer interviews (qualitative & quantitative)
  • Stakeholder interview
  • Integration of VoC/E/A data
  • Client advisory


Define / Map Current State & Gaps

  • Workflows
  • Service blueprints (e.g. journey analytics)
  • Journey maps
  • Ecosystem maps


Design Future State / Purposeful Outcomes

  • Co-creation workshops
  • Innovation concepts
  • Digital assistance
  • Communications strategy
  • Content & messaging


Measure Impact & Performance

  • Define business goals
  • Set team OKRs
  • Success metrics/KPIs
  • Align to business strategy


Priority, Governance & Accountability

  • Idea business case
  • Project brief / intake
  • Stakeholder alignment
  • Review, approval, denial
  • Resource prioritization
  • Governance & Escalation


Product Management: Planning & Delivery

  • Schedule on roadmap / sprint
  • Design & test process
  • IT develop, QA & UAT stages
  • Organizational readiness
  • Rollout training & change management comms

Why Partner with Synoptek for Experience Management

Becoming a customer-centric brand means being focused on providing a positive experience before, during, and after the sale to drive repeat business, build customer loyalty, and create sustainable business growth. Our CX services team features:

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A seasoned team that has been in your role and knows the challenges you face

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Time-tested, proven frameworks and solutions that deliver real value and results

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Cross-enterprise support and guidance to align teams and products around meeting customers' needs

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Award-Winning Solutions

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Access to top-quality tools and resources

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Guiding collaborative teams to focus on building loyalty, culture, and sustainable business growth

An Experience Management Success Story

Through our expertise, we created a world-class brand and identity, as well as an eCommerce experience to help Alabama Power expand its national customer base and increase its value.

Smart Neighbor’s catalog has steadily grown to provide a broader and deeper range of products including Smart Home, Art Filters, Appliances, Electronics, Furniture, Home & Living categories.

Learn More About Macquarium, a Synoptek Company

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