Cisco Webex Experience Management (discontinued) vs. TheyDo

[Cisco] Webex Experience Management is suited ideally in these places 1. Greenfield Opportunities 2. Measuring Customer journey's throughout the customer lifecycle and seeing where the optimal service fails or needs improvement [Cisco] Webex Experience is NOT suited in scenarios where 1. Customer has invested in Medallia or Qualtrics and is happy using them. The incentive to make the change is not tangible and having to retrain and relaunch using a new tool seems to be not sellable.

Incentivized

If you have a digital product with a digital customer experience that needs to be analysed, described, and potentially monitored and improved. This tool gives you a ready methodology that works. Less suited if you need to map internal processes in a sort of Business Process Management Notation, but still is a good alternative to that.

Incentivized

• Audio and video quality is amazing.
• Screen sharing is easy.
• Very secure connection.
• Collaboration is made easy.
• Easy access thanks to different versions available.

Incentivized

• Customer journey mapping
• Create a list of pain points
• Define a strategy and prioritizing what's important

Incentivized

• Not always intuitive or user friendly
• Getting the most out of the software requires dedicated personnel/time
• Not that useful unless you'll do something with the data

Incentivized

• Maps are difficult to navigate when they reach more than 10 steps - but I think it is normal. Maybe suggesting to break down maps when they are too big is good advice that the app might give at a certain point.
• When choosing the images for the actors, sometimes the app freezes.

Incentivized

We are happy with Cisco webex services. Webex is great platform to conduct our all kind of online meets.

Incentivized

No code / Low Code Easily pluggable to any digital solution Comprehensive dashboard builder Predict Revenue based on CSAT and NPS scores Monitor Customer Journey end to end Visual Journey Maps

Incentivized

Cisco Webex Experience Management team are very supportive from training to implementation to support and is a definite plus whenever you take a new product that challenges existing paradigm.

Incentivized

Cisco Webex Experience Management gives time series analysis and helps in formalizes long term strategies and marketing plans. It gives overall scores about various parameters of comparisons, charts giving comparison between various time periods, may be daily, weekly, monthly and yearly pattern of customers. The direct interaction with customer is possible only in this application. Being a cloud based application it is also easy to manage.The platform creates a wonderful interaction between various stake holders which helps in long run.

Incentivized

As TheyDo is focused on customer journey mapping only, their user interface works very well. You can easily create a team and manage multiple user roles and teams. As for the learning curve, it is also not that difficult to learn how to use the tool, and this boosted genuine adoption rather than forcing people to use a tool in a usual top-down approach.

Incentivized

• We have been able to show that an improved Member Satisfaction score often leads to cost savings and deeper share of wallet.
• We have been able to survey our members throughout the lifetime of their relationship with us and gage their overall satisfaction.

Incentivized

• Improved the overall knowledge of our product to the whole employees and customer service.
• Gained more speed in making strategic decisions (e.g. what to improve next).

Incentivized