Increase Performance and Predictability with HD-CX

The new CX standard is high-definition CX, powering a customer view with crystal-clear fidelity

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See Your Customers with HD-CX

A high-definition customer experience (HD-CX) is Sugar’s vision for a new standard in customer experience (CX) that helps companies achieve a customer view with crystal-clear fidelity. Its time-aware nature enables companies to rewind to the past, have better situational awareness about the present, and make bankable predictions about the future. Informed by the most accurate internal information possible and the best external information available, HD-CX drives companies to reach new levels of business performance and enables predictability. The value of performance and predictability applies to businesses of all sizes and in all industries.

Making HD-CX Possible

It’s about time we redefined the 360-degree customer concept and added the key missing component: Time. HD-CX provides a complete historical record of every change event in the customer journey to ensure full situational and directional awareness of your customers and your business. Other platforms provide a 360-degree view of one moment in time—right now. Sugar is the only CX platform built on a cutting-edge event stream database that records every change event in the customer journey and then predicts future outcomes. Accurate predictions enable companies to make better business decisions, manage risk, and identify and respond to problems and opportunities more quickly. Using Sugar, organizations gain rich insight into the past, present, and future of their customer-facing business processes.
According to Dun & Bradstreet, 91% of CRM data is incomplete and 70% goes bad every year. Sugar’s AI-technology and machine learning algorithms aren’t limited by the data in your CRM, meaning you don’t need to undergo a CRM cleanup project before seeing the value of AI. HD-CX AI models can produce phenomenal results with limited or incomplete data and enable predictions beyond the scope of your CRM data alone.
Engage more and maintain less. 74% of CX initiatives fail due to user adoption because they demand more effort for users to maintain than the value those users receive in return. HD-CX maximizes automation of data collection, processing, analysis, and presentation to minimize user effort and overhead. This flips the value equation enabling users to spend less time entering and finding customer information, and more time actually engaging with customers.
As a process and system for empowering frontline, customer-facing employees, HD-CX provides well-integrated applications that automate, manage, and perform data consolidation across all customer-facing processes to enable coordinated engagement and shared purpose across organizations. It then grows beyond CX and extends its value by integrating with processes and data in other operational processes and systems across the company, such as finance or human resources.
It’s about time we redefined the 360-degree customer concept and added the key missing component: Time. HD-CX provides a complete historical record of every change event in the customer journey to ensure full situational and directional awareness of your customers and your business. Other platforms provide a 360-degree view of one moment in time—right now. Sugar is the only CX platform built on a cutting-edge event stream database that records every change event in the customer journey and then predicts future outcomes. Accurate predictions enable companies to make better business decisions, manage risk, and identify and respond to problems and opportunities more quickly. Using Sugar, organizations gain rich insight into the past, present, and future of their customer-facing business processes.
According to Dun & Bradstreet, 91% of CRM data is incomplete and 70% goes bad every year. Sugar’s AI-technology and machine learning algorithms aren’t limited by the data in your CRM, meaning you don’t need to undergo a CRM cleanup project before seeing the value of AI. HD-CX AI models can produce phenomenal results with limited or incomplete data and enable predictions beyond the scope of your CRM data alone.
Engage more and maintain less. 74% of CX initiatives fail due to user adoption because they demand more effort for users to maintain than the value those users receive in return. HD-CX maximizes automation of data collection, processing, analysis, and presentation to minimize user effort and overhead. This flips the value equation enabling users to spend less time entering and finding customer information, and more time actually engaging with customers.
As a process and system for empowering frontline, customer-facing employees, HD-CX provides well-integrated applications that automate, manage, and perform data consolidation across all customer-facing processes to enable coordinated engagement and shared purpose across organizations. It then grows beyond CX and extends its value by integrating with processes and data in other operational processes and systems across the company, such as finance or human resources.
Continuous Cloud Innovation

Too many customer experience platforms are built on proprietary clouds, making users completely dependent on their vendors: as a company expands, opportunities are limited to the provider’s ability to scale, adopt new technologies and support additional geographies. Not so at Sugar, where we use Amazon Web Services (AWS), the most advanced commercial cloud technology available. Built on a truly global infrastructure that sets the pace for new and emerging technologies, we keep you close to customers around the world. We’re then free to focus on feature updates and functional enhancements that matter—without passing hefty costs on to you.

Lifetime Commitment to Customers

The CX industry is unfortunately well-known for large, powerful vendors that underdeliver on promises, while dictating terms that prioritize their interests above all others. For Sugar, creating customers for life is both a continuous product objective and a solemn business commitment. Sugar customers know they can always count on a trusted partner to deliver on promises, treat them fairly, respect their time, and put their success above all else. Change the way you feel about CX with Sugar.

Imagine What You Can Achieve When Seeing Your Customers in HD

  • 50% ↑ Acquisitions
  • 1100% ↑ Pipeline
  • 100% User Adoption
  • 139% ↑ ROI
  • 15% ↓ Time pulling pipeline updates
  • 2,000 ↓ Data Entry Hours
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We’re #1 Where it Counts: With Our Customers—Across Industries

Thousands of companies across various industries rely on Sugar to create better business relationships. Our CX platform is not only tailored to industry needs, but can also be fully customized to your business’ unique needs.

MANUFACTURING

Reimagine the speed of your business when it’s backed by the power of an intuitive, no-touch CX platform. Sugar gives you predictability, consistency, and control of your distributor channel and customer expectations.

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STAFFING AND RECRUITING

Sugar Market gives you all the features you need to achieve your goals by providing you with visibility into candidate and client engagement, supercharging your CRM and allowing you to connect with your clients and candidates at the perfect time and with the perfect message.

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FINANCIAL SERVICES

Welcome to the Era of Experiences, where you can rely on your customers to be loyal if they can rely on you to provide unparalleled experiences. Build deeper relationships and maximize client value by fulfilling customer needs before they even ask.

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WEALTH MANAGEMENT

Build trust, deliver consistency, and provide perfectly-timed advice on customer financial needs, goals, and households with a time-aware 360 degree customer view.

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Other Industries

Perfect for Your Business Needs

SugarCRM is fully customizable, and works seamlessly whether you need to deploy in the cloud or on-site. With Sugar, you get to choose exactly what works best for your business.

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A Virtual CX Event Series for SugarCRM Customers

Each customer, partner, and employee is treasured as a fundamental element of our new-fashioned company. Behind this unique and trustworthy solution are real, incredibly smart and driven people who together, create and inspire groundbreaking solutions that connect businesses to their customers. Become a customer and join the online CX connection.

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SugarClub Community—Are You In?

Engage, Learn, and Explore with customers, partners, and employees around the world as part of one elite team. In this community, you can level up your Sugar knowledge and share your expertise, transforming into a Sugar all-star with each impactful interaction. Join like-minded professionals who are passionate about exceptional customer experiences—we’ve reserved your spot.

 

Top-Rated for Customer Experience

We love our customers, and they love us. SugarCRM receives the highest Net Promoter Score across all major CRM vendors.

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