SERVICE // CUSTOMER EXPERIENCE ENGINEERING
Every touchpoint, one experience.
Customer experience engineered across web, mobile, portals, and contact center: CRM, integration, and marketing automation working as one system, measured on engagement you can check.
THE PRACTICE
What the practice covers.
Six workstreams that connect the systems behind the experience, so the journey feels like one product instead of five departments.
CRM technology
Implementation and optimization of leading CRM platforms, focused on time to market and the return on what you already licensed.
Experience engineering
Omni-channel experiences for web, mobile, and portals: UX/UI, DXP, and the marketing automation wired behind them.
Integration services
API-driven integration with real-time data insights, from product planning through implementation and support.
Marketing automation
Cloud marketing platforms set up for targeted campaigns, with success measured per campaign using Salesforce and Adobe tooling.
Omnichannel UX and CX
Consistent customer experiences across all touchpoints, backed by API management and cloud data warehousing.
Low-code / no-code platforms
Visual development that accelerates build time for customer-facing and enterprise applications alike.
WHERE THIS SITS // THE WHOLE PRODUCT
When AI is only half the job, this practice builds the rest around it. Same bench, whole product.
WHY HYSCALER
Measured where the customer feels it.
The experience is judged on the touchpoints, not the org chart behind them.
One customer view
Integration consolidates customer data across systems, so every team works from the same reliable picture.
ONE VIEW
Consistent everywhere
Web, mobile, portals, and contact center reinforce each other instead of contradicting each other.
EVERY TOUCHPOINT
Faster with low-code
Low-code platforms shorten the path from journey map to working application without specialized bottlenecks.
FASTER DELIVERY
Measured, then corrected
Business measurement against defined metrics with continuous correction is the last step of every engagement.
MEASURED, NOT PROMISED
FAQ // QUESTIONS
Frequently asked questions
What is customer experience engineering?
CXE combines process modeling, business measurement, value mapping, and user-centered design to craft a reliable strategy for customer success.
What is CX in engineering?
Commissioning (Cx) ensures facilities maintain peak performance by comparing actual operations to predefined metrics and making necessary corrections.
What is CRM CX's full form?
SAP Customer Experience (SAP CX) is SAP's premier CRM solution, succeeding SAP CRM.
What is the difference between CRM and CX?
CRM manages customer insights, interactions, marketing, sales, and support, while CX centers on how customers perceive and engage with products and services.
What does a customer experience engineer do?
CXE blends process modeling, business measurement, value stream mapping, and user-centered design to proactively plan customer success.
What do you need from us to start a customer experience engineering engagement?
Access to the systems in scope, such as your CRM and marketing platforms, a stakeholder who can make decisions about the customer journey, and agreement on the metric you want moved. With those in place, engagements run weeks to months depending on scope, and the schedule is set in the proposal before work begins.
Who owns the CRM configuration and integration code after the engagement?
You do. Everything we build in customer experience engineering, including CRM configuration, integration code, and automation workflows, lands in your repositories and runs under your platform accounts. Your customer data stays in your systems, and nothing in the setup requires us to maintain it.
What does support look like after the experience goes live?
The engagement does not end at go-live: we track the agreed metrics against the baseline and correct what the data shows. After that stabilization period, some clients keep us on a retainer for ongoing optimization, and others hand the system to their own team with our documentation. Both paths are planned into the engagement from the start.
How do you handle security and compliance when working with customer data?
We work inside your accounts under role-based access you control, so customer data stays in your systems rather than moving to ours. Integrations are built with encryption in transit and audit trails, and we work to the compliance requirements of your industry. Our delivery processes are ISO 9001:2015 certified and CMMI Level 5 appraised.
How is customer experience engineering priced?
We scope the work on an engineering call first, then send a proposal priced against the systems, touchpoints, and integrations actually in scope. Defined builds run as fixed-scope engagements, and ongoing optimization runs as a retainer. We do not publish rates because the honest answer depends on what your estate looks like.
Design the journey, then prove it.
An engineer walks your current touchpoints with you, maps where the experience breaks, and scopes what fixing it takes. The metrics come first.
Business enquiry, routed to engineering.