{"id":54039,"date":"2022-06-29T16:44:28","date_gmt":"2022-06-29T20:44:28","guid":{"rendered":"https:\/\/www.sogolytics.com\/blog\/?p=54039"},"modified":"2022-12-02T06:00:12","modified_gmt":"2022-12-02T11:00:12","slug":"enter-the-cx-matrix","status":"publish","type":"post","link":"https:\/\/www.sogolytics.com\/blog\/enter-the-cx-matrix\/","title":{"rendered":"Enter the CX Matrix"},"content":{"rendered":"

Most of us remember where we were in life when we came across Neo and the choice Morpheus gave him. Laurence Fishburne was magnificent in the center of the darkened room, sitting in a high back chair, armless glasses already an iconic visual for his Morpheus character. Keanu Reeves appeared terrified, confused, and confident all at once as he listened to Morpheus describe his internal feelings of something beyond what he could see and feel.<\/p>\n

<\/div>\n

Something that ran the world in ways he couldn\u2019t imagine and yet was inherently aware existed.<\/p>\n

<\/div>\n

The blue pill would take him aware from the truth, and he could go back to the world none the wiser and sleeping from the truth, but he could be happier. The red pill, though, would bring him untold truth in the pursuit of life and freedom.<\/p>\n

<\/div>\n

Neo, like so many of us believe we would, chose the red pill.<\/p>\n

<\/div>\n

\"Enter<\/a><\/p>\n

<\/div>\n

Step into the Matrix<\/h2>\n

Sometimes it feels a lot like you step behind the curtain to the real mechanism when you get to understand CX and experience management. The \u201cMatrix,\u201d for the intents and purposes of this blog, is customer experiences. It\u2019s the way they feel after buying a new bodywash that takes them away during their shower to the land of ultra-moisturizers and gardens. They scroll their phone and see images of fantastic models in clothing they can then imagine themselves wearing at an upcoming party.<\/p>\n

<\/div>\n

CX leaders and owners understand the experience is at once real and a created moment a company manifests in alignment with their customers\u2019 needs and wants. That aspect of customer experience is scientific, when broken down. A customer\u2019s experience is their perception of an interaction with a company\u2014be it physical, mental, or subliminal. Emotions are the root of human behavior, and customer perception is the root of a customer\u2019s decision-making process. The companies that can create the best emotional connections to a product\/service are the ones that also create the best experiences for their customers.<\/p>\n

<\/div>\n

To continue with the CX Matrix idea, you took the red pill to create better experiences that customers have within the Matrix blue pill. Sam Walton said, \u201cThe goal of a company is to have customer service that isn\u2019t the best, but legendary,\u201d and he wasn\u2019t wrong. Legendary service creates legendary experiences for customers.<\/p>\n

<\/div>\n

Legendary? Sounds like you made the right choice.<\/p>\n

<\/div>\n

Experiences that are awe-inspiring<\/h2>\n

We are all for exemplary experiences, and so we thought we\u2019d share some exceptional experiences provided by companies that can inspire your own CX initiatives:<\/p>\n

<\/div>\n
    \n
  1. VIP Treatment meets Express<\/strong> \u2013 Starbucks is a giant coffee chain that most recognize even if they aren\u2019t an enjoyer of caffeinated beverages. Starbucks Rewards<\/a> combines special treatment with express line speed so that customers can have full-service ordering from home or on the go before shortlisting at shops for faster pickup.<\/li>\n
  2. Community to build experiences<\/strong> \u2013 Apple speaks for itself in the phone and computer market, but the community is even greater. Their community<\/a> is a vibrant one with posts, discussions, help, and subcommunities who can share, interact, and be part of the Apple design process, all at the same time.<\/li>\n
  3. Expansive personalization<\/strong> \u2013 Sony is a mega-giant, spanning various products, services, and industries that all exist under one umbrella. It may be assumed that this would overwhelm customers, but instead Sony invites them to expand their customer loyalty through additional products and services by using targeted personalization. It\u2019s a way of narrowing the focus on what customers want while mastering upsell and cross-sell through their customer-driven analytics.<\/li>\n<\/ol>\n

    If you see a trend in these top experience providers, you\u2019re on the way to better experiences for your customers, too. One thing they all have in common is the drive for customer engagement. They focus on bringing their customers into decision-making processes and changes in a very real way. Customers feel part of these brands instead of just passive consumers of them.<\/p>\n

    <\/div>\n

    What is your CX Matrix going to look like for your customers?<\/p>\n

    <\/div>\n

    Now is the best time to get\u202ffeedback<\/a><\/strong>\u202ffrom your consumers about what matters most to them and use that info to decide which initiatives to start with. We even have a secret playbook<\/a> you can use! Don\u2019t know where to start?\u202fWe\u2019re\u202fhere to support<\/a>\u202fyour efforts<\/strong>!<\/p>\n","protected":false},"excerpt":{"rendered":"

    Most of us remember where we were in life when we came across Neo and the choice Morpheus gave him. Laurence Fishburne was magnificent in the center of the darkened room, sitting in a high back chair, armless glasses already an iconic visual for his Morpheus character. Keanu Reeves appeared terrified, confused, and confident all at once as he listened to Morpheus describe his internal feelings of something beyond what he could see and feel. Something that ran the world in ways he couldn\u2019t imagine and yet was inherently aware existed. The blue pill would take him aware from the truth, and he could go back to the world none the wiser and sleeping from the truth, but he could be happier. The red pill, though, would bring him untold truth in the pursuit of life and freedom. Neo, like so many of us believe we would, chose the red pill. Step into the Matrix Sometimes it feels a lot like you step behind the curtain to the real mechanism when you get to understand CX and experience management. The \u201cMatrix,\u201d for the intents and purposes of this blog, is customer experiences. It\u2019s the way they feel after buying a new bodywash that takes them away during their shower to the land of ultra-moisturizers and gardens. They scroll their phone and see images of fantastic models in clothing they can then imagine themselves wearing at an upcoming party. CX leaders and owners understand the experience is at once real and […]<\/p>\n","protected":false},"author":71,"featured_media":49238,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[5,204],"tags":[198,597,176,682,351,848,847],"yoast_head":"\nEnter the CX Matrix - Sogolytics Blog<\/title>\n<meta name=\"description\" content=\"There\u2019s a lot of talk about the CX and its importance in the world. Do you ever feel like you have to choose between the red pill or the blue?\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.sogolytics.com\/blog\/enter-the-cx-matrix\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Enter the CX Matrix - Sogolytics Blog\" \/>\n<meta property=\"og:description\" content=\"There\u2019s a lot of talk about the CX and its importance in the world. Do you ever feel like you have to choose between the red pill or the blue?\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.sogolytics.com\/blog\/enter-the-cx-matrix\/\" \/>\n<meta property=\"og:site_name\" content=\"Sogolytics Blog\" \/>\n<meta property=\"article:published_time\" content=\"2022-06-29T20:44:28+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2022-12-02T11:00:12+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2020\/12\/cust-6.png\" \/>\n\t<meta property=\"og:image:width\" content=\"487\" \/>\n\t<meta property=\"og:image:height\" content=\"714\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"LeTeisha Newton\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.sogolytics.com\/blog\/enter-the-cx-matrix\/\",\"url\":\"https:\/\/www.sogolytics.com\/blog\/enter-the-cx-matrix\/\",\"name\":\"Enter the CX Matrix - Sogolytics Blog\",\"isPartOf\":{\"@id\":\"https:\/\/www.sogolytics.com\/blog\/#website\"},\"datePublished\":\"2022-06-29T20:44:28+00:00\",\"dateModified\":\"2022-12-02T11:00:12+00:00\",\"author\":{\"@id\":\"https:\/\/www.sogolytics.com\/blog\/#\/schema\/person\/d7caf33577b935208e4a708e09eebcdd\"},\"description\":\"There\u2019s a lot of talk about the CX and its importance in the world. Do you ever feel like you have to choose between the red pill or the blue?\",\"breadcrumb\":{\"@id\":\"https:\/\/www.sogolytics.com\/blog\/enter-the-cx-matrix\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/www.sogolytics.com\/blog\/enter-the-cx-matrix\/\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/www.sogolytics.com\/blog\/enter-the-cx-matrix\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Enter the CX Matrix\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/www.sogolytics.com\/blog\/#website\",\"url\":\"https:\/\/www.sogolytics.com\/blog\/\",\"name\":\"Sogolytics Blog\",\"description\":\"\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/www.sogolytics.com\/blog\/?s={search_term_string}\"},\"query-input\":\"required name=search_term_string\"}],\"inLanguage\":\"en-US\"},{\"@type\":\"Person\",\"@id\":\"https:\/\/www.sogolytics.com\/blog\/#\/schema\/person\/d7caf33577b935208e4a708e09eebcdd\",\"name\":\"LeTeisha Newton\",\"description\":\"LeTeisha is all about imagination, as reflected through her eclectic involvement in fiction publishing, game streaming, and cosplaying. When she's not creating, she's working on scholastic pursuits beyond her MBA.\",\"url\":\"https:\/\/www.sogolytics.com\/blog\/author\/lnewton\/\"}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Enter the CX Matrix - Sogolytics Blog","description":"There\u2019s a lot of talk about the CX and its importance in the world. Do you ever feel like you have to choose between the red pill or the blue?","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.sogolytics.com\/blog\/enter-the-cx-matrix\/","og_locale":"en_US","og_type":"article","og_title":"Enter the CX Matrix - Sogolytics Blog","og_description":"There\u2019s a lot of talk about the CX and its importance in the world. Do you ever feel like you have to choose between the red pill or the blue?","og_url":"https:\/\/www.sogolytics.com\/blog\/enter-the-cx-matrix\/","og_site_name":"Sogolytics Blog","article_published_time":"2022-06-29T20:44:28+00:00","article_modified_time":"2022-12-02T11:00:12+00:00","og_image":[{"width":487,"height":714,"url":"https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2020\/12\/cust-6.png","type":"image\/png"}],"author":"LeTeisha Newton","schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"WebPage","@id":"https:\/\/www.sogolytics.com\/blog\/enter-the-cx-matrix\/","url":"https:\/\/www.sogolytics.com\/blog\/enter-the-cx-matrix\/","name":"Enter the CX Matrix - Sogolytics Blog","isPartOf":{"@id":"https:\/\/www.sogolytics.com\/blog\/#website"},"datePublished":"2022-06-29T20:44:28+00:00","dateModified":"2022-12-02T11:00:12+00:00","author":{"@id":"https:\/\/www.sogolytics.com\/blog\/#\/schema\/person\/d7caf33577b935208e4a708e09eebcdd"},"description":"There\u2019s a lot of talk about the CX and its importance in the world. Do you ever feel like you have to choose between the red pill or the blue?","breadcrumb":{"@id":"https:\/\/www.sogolytics.com\/blog\/enter-the-cx-matrix\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.sogolytics.com\/blog\/enter-the-cx-matrix\/"]}]},{"@type":"BreadcrumbList","@id":"https:\/\/www.sogolytics.com\/blog\/enter-the-cx-matrix\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Enter the CX Matrix"}]},{"@type":"WebSite","@id":"https:\/\/www.sogolytics.com\/blog\/#website","url":"https:\/\/www.sogolytics.com\/blog\/","name":"Sogolytics Blog","description":"","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.sogolytics.com\/blog\/?s={search_term_string}"},"query-input":"required name=search_term_string"}],"inLanguage":"en-US"},{"@type":"Person","@id":"https:\/\/www.sogolytics.com\/blog\/#\/schema\/person\/d7caf33577b935208e4a708e09eebcdd","name":"LeTeisha Newton","description":"LeTeisha is all about imagination, as reflected through her eclectic involvement in fiction publishing, game streaming, and cosplaying. When she's not creating, she's working on scholastic pursuits beyond her MBA.","url":"https:\/\/www.sogolytics.com\/blog\/author\/lnewton\/"}]}},"_links":{"self":[{"href":"https:\/\/www.sogolytics.com\/blog\/wp-json\/wp\/v2\/posts\/54039"}],"collection":[{"href":"https:\/\/www.sogolytics.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.sogolytics.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.sogolytics.com\/blog\/wp-json\/wp\/v2\/users\/71"}],"replies":[{"embeddable":true,"href":"https:\/\/www.sogolytics.com\/blog\/wp-json\/wp\/v2\/comments?post=54039"}],"version-history":[{"count":7,"href":"https:\/\/www.sogolytics.com\/blog\/wp-json\/wp\/v2\/posts\/54039\/revisions"}],"predecessor-version":[{"id":55597,"href":"https:\/\/www.sogolytics.com\/blog\/wp-json\/wp\/v2\/posts\/54039\/revisions\/55597"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.sogolytics.com\/blog\/wp-json\/wp\/v2\/media\/49238"}],"wp:attachment":[{"href":"https:\/\/www.sogolytics.com\/blog\/wp-json\/wp\/v2\/media?parent=54039"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.sogolytics.com\/blog\/wp-json\/wp\/v2\/categories?post=54039"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.sogolytics.com\/blog\/wp-json\/wp\/v2\/tags?post=54039"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}