"Go at Your Own Pace" AI and Digital Experience Management (A&D-XM) Services & Strategies
Providing the right-sized tools at the right time to enable our clients to improve experiences at the pace that is right for them.
Work with BaumCX
Making the journey of managing customer experiences a delight.
With more than 18 years of experience, we founded BaumCX to provide the services to assess and design customer, employee and/or partner experiences that grow engagement and revenue. And we structured the services to be consumable at the capacity and budget you can afford.
For most organizations, assessing and managing experiences is governed by the availability of resources - financial, human and technological. So, we have packaged XM services into parcels which can be purchased individually or combined. Any of which will help you improve experiences and grow your business.
We are an AI & Digital Experience Management (A&D-XM) consultancy focused on your business growth
A&D- XM is a journey - consisting of sprints. So we have packaged leading practices into bite-sized parcels so you can go at the pace which is best and right for you and your customers, employees and partners. These are professionally led initiatives. We do the work - with your participation. The parcels you see below are the first 5 of what we intend to be a full library of tools and services.
Experience Audit
A customer-centric scorecard of a set of select interactions (the designated journey). Deliverables:
1. Journey map highlighting the interactions that work and those that stymie customers.
2. Outside-in recommendations for how to improve interactions.
3. An estimated ROI from making the improvements.I’m a paragraph.
Revenue Enablement
Segment your customer base – understand your customers based on demographics, behavior, purchasing patterns.
Identify Customer Expectations & Pain Points – understand what customers expect and how well your organization is meeting those expectations when they engage with you – in each of your discovery, sales, post-sales channels.
Map Out the Sales Process – identify potential bottlenecks, inefficiencies, and messaging conflicts.
Align training and onboarding, sales content and tool creation, and sales support and coaching for the various sales channels.
Align metrics and KPIs to ensure those who are involved in selling are rewarded for providing a consistent and friction-free buyer experience.
AI Agents
As AI capabilities grow, we can purpose the new technology to handle tasks and service fulfillment in a more personal and efficient manner - in so doing creating an exceptional experience. Accordingly, this service focuses on assessing and quantifying those customer service, back office and process functions that can easily and reliably be handled by an AI Agent.
Deliverables:
1. Assessing Level 1 tasks tasks that can be automated via an agent.
2. Designing and testing agents along with the roadmap for implementation.
3. Developing the organizational design to redistribute human resources to maximize efficiency and cost.
Experience Assessment For Sales Discovery
In the effort to engage prospects, it is critical to understand what problems your product or service solves for that prospect.
We deliver a journey map of the current state select customer experience (that your product/service addresses). The journey map identifies each interaction within the journey, which interactions are “moments that matter” and which interactions work, and which do not. As part of our process, we uncover the ideal or desired future state for each interaction. The result is you and your prospect have valuable information about their experience challenges.
Consultation and Experience Design
IPerhaps you need help with something else. We have over 15 years of experience working with companies to help them solve their experience, change management and digital transformation challenges. Customer, Employee and/or Partner research – both quantitative and qualitative research to better understand what impediments may exist and are holding customers/employees/partners back from optimizing their relationship with you.
Experience Design – Designing new or improving existing experiences based on customer/employee/partner feedback.
Digital Transformation Consultation and Tech Evaluation – helping you evaluate and/or guide you how to leverage digital Technologies to maximize relationships.
Michael Baum
Principal Consultant and Coach
Michael brings deep expertise in leveraging VoC research and AI Prompt engineering to design AI-powered experiences & product strategies that have delivered significant business growth and customer loyalty. Within his 20+ years of experience leading the assessment, design and implementation of engagement and retention programs, Michael has worked globally with Fortune 1000 companies, including the largest brands in Automotive, Financial Services, Healtcare, Manufacturing, Retail, Technology and Travel & Hosptiality.
Michael has published numerous articles on how to design easy and effortless experiences and has taught courses at various colleges and universities on A&D-XM and customer engagement.
Michael has published numerous articles on how to design easy and effortless experiences and has taught courses at various colleges and universities on A&D-XM and customer engagement.
Need expert help right away?
Please call or email Michael