XM Knowledge Base
EXPERIENCE iD
Identify experience gaps, and new opportunities
for growth
Experience iD is a connected, intelligent system for ALL your experience and customer profile data. It captures every signal, from every channel, and applies powerful analytics to root out bad experiences, then surfaces new opportunities to drive growth with the products, services, and experiences people want next.
Steph Choi
- RIDER SINCE 2020
- LTV HIGH
- LOCATION CHICAGO
iD TAGS/TOPICS
- A/C cold 16.3m
- Food Stops 21.3m
- High Frequency 26.1m
- Age: 25-34 22.3m
- Airport 2.4m
- pikup: Premium 14.1m
PROFILE
EXPERIENCES
See Experience iD
in action
Capture every signal
Experience iD is a single, unified system for all your experience data. From the things people tell you directly, to signals in unstructured data like social media posts, reviews, conversations and more, Experience iD gives you a true 360 degree view of their experience.
- Build rich experience profiles for every customer and employee
- Map, vizualize, and analyze the end-to-end journey to know exactly where to intervene
- Give every customer the 1-on-1 experience they expect and want
Identify and close
experience gaps
Instantly see friction points along the customer journey at both an individual and cohort level, and know exactly where to step in and improve the experience.
- See at a glance where people experience friction in the journey
- Prioritize the experience gaps at both an individual and cohort level
- Automatically take the right action to close the gaps at every stage
Alert
41% of user who don't set their
ride preferences within 2 hours of
adding card become AT RISK
Create rich segments
Create segments based on people's actual experiences, rather than demographic indicators. Experience iD uses both direct feedback (like a post transaction survey) and indirect signals (like online reviews or social posts) to create dynamic segments that can be used across your XM program.
- Personalize the experience for every customer and employee
- Get answers from the right people as you design the experiences they need next
- Create unique journeys specific to the wants and needs
of critical cohorts
Turn deep understanding
into personalized actions
Automatically route your customers on the right journey for them, based on a deep understanding
of their needs and preferences. Experience iD knows the best route to get each person from start to
finish with minimum friction and maximum ROI.
Identify new
opportunities to grow
Uncover opportunities for new products, services, and experiences based on powerful analytics that show you what your customers and employees want next. Experience iD automatically identifies and flags underlying and unmet needs — wherever they emerge.
- Identify underserved segments and unmet needs with powerful analytics that automatically uncover and alert new opportunities
- Get early signal on exactly the products and services the market wants next
- Respond to market shifts faster than competitors with end-to-end development––from uncovering opportunities, to concept, prototype, and launch
Enterprise grade
Industry-leading security & governance
Keep your information safe and secure with enterprise-grade security, privacy, and monitoring. Manage your program at scale with data access controls, and custom policies around user access, sensitive data handling, and cost allocation.
Experience iD is trusted by
the world's experience leaders
Automatically route your customers on the right journey for them, based on a deep understanding
of their needs and preferences. Experience iD knows the best route to get each person from start to finish with minimum friction and maximum ROI.