What it is, why it matters and how it’s transforming businesses in 2025 and beyond.
CXA
Everything you need to know about customer experience automation (CXA)
Last updated
January 3, 2025
Read time
12 min
Written by
Ontraport team
Contents
Share this article
Introduction
The way businesses interact with customers is evolving. With rising expectations and fierce competition, it’s no longer enough to deliver great products or services — customers demand seamless, personalized experiences at every step. And businesses that can meet this demand are the ones winning.
But how are they keeping up? Customer experience automation enables businesses to streamline and individualize interactions across the entire customer lifecycle. By connecting your customer data, automating processes and elevating every touchpoint, businesses can create experiences that stand out and keep customers coming back.
In this article, we’ll break down what customer experience automation is, why it’s transforming businesses in 2025 and how you can start building more connected, impactful experiences today.
What is customer experience automation?
What is customer experience automation?
Customer experience automation (CXA) is a holistic approach to managing customer relationships and client-facing processes. It builds on existing tools like CRM and marketing automation to connect every part of your business to the customer journey. CXA empowers teams to create seamless experiences that feel personal and memorable.
How is customer experience automation different from CRM and marketing automation?
- CXA vs. CRM: While CRM strategy focuses on organizing and analyzing customer data, CXA takes that data and puts it to work. It enables teams to act on insights by automating personalized interactions across every customer touchpoint. While CRM platforms are foundational, CXA elevates their use to align the entire business around the customer experience.
- CXA vs. marketing automation: Marketing automation focuses on automating marketing tasks like email campaigns and lead nurturing. CXA, on the other hand, goes far beyond marketing to integrate the entire customer lifecycle. It orchestrates automations across marketing, sales, service and operations to make sure everyone gets consistent and personalized experiences from start to finish.
The broad scope of CXA
CXA connects teams across your organization — from marketing and sales to customer service and operations — so everyone works from a shared data source. By aligning your teams, you can create personalized onboarding journeys, streamline support ticket routing, tailor web experiences and more, resulting in unified interactions that build loyalty and strengthen relationships over time.
Why CXA matters
Why CXA matters
The challenges of disconnected processes
Without customer experience automation (CXA), businesses often rely on disconnected tools and systems to manage their customer journeys. These silos create inevitable gaps:
- In customer data: Information is scattered across tools, making it hard to see the full picture of your customers.
- Between internal teams: Marketing, sales, support and operations lack a unified view, leading to misaligned strategies.
- In the customer experience itself: Disjointed processes result in inconsistent, frustrating interactions for customers.
These gaps create friction at every level: marketing struggles to deliver tailored messaging, sales lacks the insights to follow up effectively, and operations misses opportunities to improve efficiency and ensure consistent service. This results in disconnected processes that ultimately lead to disconnected customers — and, in the end, lost revenue and loyalty.
CXA bridges those gaps by uniting your teams, automating workflows and connecting every customer interaction to a shared source of truth.
The shift in customer expectations
Customers no longer judge you against just your competitors. They compare every interaction with your brand to the best experiences they’ve had anywhere. They expect:
- Speed: Immediate responses and solutions
- Personalization: Tailored interactions that make them feel understood
- Convenience: Effortless, consistent experiences across channels
- Seamlessness: Unified journeys, free of silos and friction
If you’re falling short in even one of these areas, customers will notice — and they won’t stick around.
The impact on businesses
Businesses using CXA don’t just improve customer journeys; they improve business outcomes. Aligning teams, automating workflows and leveraging connected data empowers you to deliver the experiences that drive measurable results: faster revenue growth, greater loyalty and higher customer retention (more on that below).
The connection between CX and revenue is clear: companies where marketing, digital and CX teams are highly aligned see 1.6x faster revenue growth and 1.4x better customer retention than their peers (Forrester).
Defining the CXA movement
Defining the CXA movement
Automation isn’t new — businesses have been using it for years to reduce manual work, cut costs and scale marketing operations. But customer experience automation represents a shift: automation is no longer just about improving operations; it’s about improving experiences.
This new focus builds on the foundational work you’ve already done with tools like CRM and marketing automation. With your CXA strategy, you’ll take your database of customer data and use it to personalize every interaction, provide a complete experience and meet customers’ rising expectations.
The five building blocks of CXA
The five building blocks of CXA
At the heart of customer experience automation are five core features that work together to deliver personalized, seamless and scalable experiences:
1. Centralized customer database
A centralized customer database serves as a single source of truth, automatically capturing every interaction — from page visits and form submissions to purchases and sales conversations. This eliminates silos between teams, providing everyone with complete, up-to-date customer insights.
2. Unified platform
A unified platform brings all your essential tools for marketing, sales, operations and support into one cohesive system. By consolidating tools like email automation, sales pipelines and inbox management, your team can work more efficiently, align on shared goals and ensure consistent messaging throughout the customer journey — all without the risk of disconnected systems or faulty integrations.
3. Powerful automation
Automation takes your customer journeys to the next level by orchestrating timely and personalized interactions. Leveraging your 360-degree view of customer data, you can trigger follow-ups across email, SMS, sales and support channels, ensuring that every customer receives the right message at the right time. With these tools, you’ll scale your efforts, save time and engage customers 24/7 without the manual workload.
4. Dynamic web experiences
Dynamic web experiences use customer data and behavior insights to create personalized, interactive websites that adapt to each user’s needs. Whether it’s portals, directories or forums, you can design web experiences that feel effortless and engaging. These tailored interactions drive higher engagement, increase conversions and keep customers coming back for more.
5. Metrics dashboard
A metrics dashboard provides comprehensive performance analytics, giving you real-time visibility into every customer touchpoint. These insights show which efforts are driving satisfaction and retention — and where you can close gaps to improve results. With data at your fingertips, your team can make informed decisions to optimize campaigns, refine customer journeys and achieve your business goals.
What does CXA look like in action?
What does CXA look like in action?
CXA is more than just a buzzword — it’s already helping businesses deliver better, more connected experiences while scaling operations. Let’s take a closer look at one customer experience strategy example.
Client case study: Property Developer Network
Property Developer Network (PDN) grew from 2,000 to 30,000 members in just five years by streamlining event management, personalizing attendee experiences and scaling their operations with Ontraport’s CXA platform.
With automated event reminders, personalized event pages and smooth payment systems, PDN created seamless, engaging experiences for their members.
While event attendees received tailored communication and easy registration on the front end, PDN streamlined operations behind the scenes — scaling from small local events to a nationwide community powerhouse.
This case study breaks down how they did it and the results they’ve seen along the way.
Creating an omnichannel customer experience
Creating an omnichannel customer experience
A thoughtful CXA strategy brings customer interactions together across every channel — email, SMS, live chat, social media and beyond — to create a seamless and consistent experience. This ensures that no matter where or how customers connect with your business, every interaction feels unified, personalized and effortless.
For example:
- A lead clicks a link in your email campaign and later gets an SMS reminder with relevant follow-up.
- A customer submits a support ticket via chat and receives updates by email.
- A shopper browses your site, abandons their cart and sees a personalized retargeting ad on social media.
These touchpoints don’t happen in isolation. With the right strategy and CXA technology, they’re part of a connected journey that meets customers where they are — with the right message, on the right channel, at the right time. We call this an omnichannel customer experience.
CXA use cases across your organization
CXA use cases across your organization
Customer experience automation isn’t just about connecting the customer lifecycle — it’s about optimizing the client-facing processes and systems that shape every interaction within the customer lifecycle.
Here are examples of how you can optimize key client-facing experiences across your organization:
- Service requests / fulfillment
- Customer intake
- Customer onboarding
- LMS / online course
- Customer portal
- Forum / community
- Knowledge base
- Surveys
- Member directory
- Support ticketing system
- Event and ticket management
- Approval workflows
- Volunteer recruiting and management
- Program application management
- Vendor management
- Contract management
- Training portal
- Marketing journeys
- Interactive lead magnets
- Customer loyalty program
- Partner / affiliate portal
- Networking portal
- Microsites
- Blog
- Sales lead management
- Leaderboard
- Consultation questionnaire
- Lead scoring / routing
- Upsell recommendations
- Recruiting management
- Employee onboarding
- Company intranet
- Training portal
Personalize every touchpoint — at scale
Personalize every touchpoint — at scale
Armed with extensive data about every customer, you can deliver experiences that convert and retain them for the long run. By leveraging automation and connected data, CXA ensures every interaction feels personalized and impactful.
Here are some examples of how CXA helps you personalize touchpoints across the journey:
1. ATTRACT
- Segment emails based on behaviors
- Show personalized offers online
- Send the right message at the right time
2. CONVERT
- Know which leads to contact first
- Quickly access data on their interests and actions
- Follow up based on call outcomes
3. FULFILL
- Offer a client portal and self-scheduling
- Tailor your membership or event site
- Build a directory, knowledge base and more
4. RETAIN
- Quickly access customer history in one place
- View client actions chronologically
- Automate chat responses with AI
5. EXPAND
- Request reviews from high NPS clients
- View insights on high LTV clients
- Track and reward referrals automatically
Benefits of CXA
Benefits of CXA
CXA ensures your customer experience strategy works hand-in-hand with your business goals, driving measurable results and operational improvements. By combining centralized data, automation and connected workflows, CXA delivers meaningful benefits across every corner of your organization, including:
1. Data-driven personalization that drives results
Use your complete database of customer information to tailor marketing campaigns, sales interactions, and support responses at scale. With more relevant communications, your organization will see increased engagement, higher conversion rates and measurable improvements in revenue.
2. Stronger customer retention and loyalty
Rising customer expectations demand more than just good service. CXA equips your teams to deliver consistent, timely, and convenient experiences that improve satisfaction, reduce churn and drive long-term value for your business.
3. Operational efficiency across teams
Eliminate time-consuming, repetitive tasks with automation that works for every department. From lead nurturing to operational workflows, CXA empowers your teams to focus on high-impact projects, driving productivity and efficiency without adding headcount.
4. Smarter, faster decision-making
With all your customer interactions and business data in one centralized system, your organization has the necessary, comprehensive insight to make informed decisions. Access analytics to fine-tune marketing campaigns, allocate resources and prioritize sales efforts where they’ll have the biggest impact.
5. Scalable systems for sustained growth
As your business expands, so does the complexity of managing customer interactions. CXA ensures your operations scale seamlessly by aligning cross-functional teams, automating workflows and maintaining exceptional customer experiences — no matter how fast you grow.
Before and after CXA
Before and after CXA
A CXA strategy marks a fundamental shift in how businesses operate — moving from disconnected, manual processes to unified, automated customer experiences. It replaces friction and inefficiency with alignment and clarity. Here’s what organizations look like with vs. without customer experience automation:
- Manage disjointed marketing journeys, leading to inconsistent messaging and dropped leads.
- Rely on integrations that frequently break, causing friction in the customer experience.
- Operate without visibility into what’s working and what isn’t, making it difficult to optimize for growth.
- Struggle to personalize interactions due to siloed, incomplete customer data.
- Rely on manual, repetitive tasks that slow your team down and drain resources.
- Deal with inconsistent follow-ups and inefficient support, leading to low customer satisfaction and retention.
- Limit your ability to scale as tools fail to handle higher volumes or increased complexity.
- Lack oversight across teams, creating misalignment, silos, and inefficiencies.
- Run seamless, end-to-end customer journeys with consistent messaging and follow-up.
- Use a unified platform that eliminates friction caused by fragile or disconnected integrations.
- Access centralized, actionable insights so you can optimize performance and drive growth.
- Deliver highly personalized interactions using real-time, unified customer data.
- Automate repetitive tasks, empowering your team to focus on high-value, strategic work.
- Improve customer satisfaction and retention with consistent, timely follow-ups and efficient support.
- Scale effortlessly with systems that adapt to higher volumes and growing business complexity.
- Align your teams with clear oversight and shared data, enabling collaboration and efficiency.
Frequently Asked Questions
Frequently Asked Questions
Omnichannel means “all channels,” and it’s all about connecting the ways customers interact with your business — like email, social media, live chat, phone or even in person. Instead of each channel working on its own, omnichannel ties them all together to create a smooth, consistent experience.
For your customers, that means no more repeating themselves. For your team, it means having all the context you need to deliver fast, personalized service. When every interaction flows seamlessly, you’ll see happier customers, stronger loyalty and better engagement.
CXA is a game-changer for established businesses that are ready to scale. When you’re growing fast, managing everything with disconnected tools isn’t sustainable — it creates inefficiencies, slows your team down, and keeps you from delivering a seamless customer experience.
Businesses in these industries thrive with CXA:
- Education
- Financial services
- Healthcare
- Nonprofit
- Services
- Retail
- Technology
- Entertainment
- Public sector
CXA enhances collaboration through a unified CX software platform that gives all teams access to the same up-to-date customer data. This eliminates silos between departments and ensures everyone is on the same page.
With a centralized customer database, teams can deliver more personalized and consistent experiences. For example, marketing can tailor campaigns, sales can prioritize leads and support can provide helpful resolutions.
Yes. By centralizing data and automating workflows, CXA allows you to manage more leads, customers and tasks effortlessly.
With CXA, you can design and automate the entire customer journey — from lead capture to purchase and beyond — all in one platform, creating a foundation that ensures smooth operations as you scale.
Here are a few examples of ways you can use CXA to personalize experiences:
- Support request routing: Route an inbound support request to the right person depending on whether they’ve paid for VIP support or based on their account level
- Targeted promotions: Promote different benefits of new service offerings based on the person’s role or what your sales team learned about them during an initial consultation
- Personalized offers: Send a special offer only to those who purchased a specific product within a certain time frame
The best CXA platform for your business depends on your unique needs, goals and challenges. To make the decision easier, check out our CXA Buyer’s Guide. It covers often overlooked but essential features that can make or break your CXA success, giving you the insights you need to choose the right platform with confidence.
Features
© Ontraport 2024
playlist_add_check
PCI DSS, Level 1
security
Privacy Shield Certified