Experience Management platform
XM platform for CX and EX – with insights portal and integration platform
MarketDirection offers the XM platform Forsta Plus, bringing together CX and EX feedback, enabling advanced analysis, and driving action through close-the-loop and the Action Planner. The integration platform ensures data quality, connects systems, and automates flows – delivering higher ROI, reduced churn, and improved customer experiences.
An XM platform should help you drive loyalty, engagement, business value, and growth. We have reviewed the market to find the solution that provides the best conditions for maximising the value of your loyalty efforts – a solution that makes it easier to turn insight into real change.
The choice fell on Forsta (Forsta Plus) – an Experience Management platform for CX and EX with strong analytics, action support, and powerful integration capabilities.
It aligns with the way we work with CX and NPS programmes and is both powerful and flexible, supporting operational improvements as well as strategic business decisions.
With us, you get more than just a system. You get a CX partner with deep expertise in both methodology and technology. We bring high quality, agility, and personal support – always close at hand when you need us.
Would you like to take your XM work to the next level? Learn more about how we can help you increase value. Already decided? Contact us here!
From insight to action to results
A fully tailored insights platform and action engine in one, with access to:
- Smart feedback module – for collecting structured and unstructured feedback in a single flow
- Advanced analytics – segmentation, drill-downs, prioritisation analysis, CLV analysis, and business analysis
- AI-driven text analysis – language, sentiment, themes, and tone of voice for deeper understanding
- Alert system – support for close-the-loop processes and automated WOW emails
- Action Planner – tools for action plans, ownership, and follow-up all the way through to improvement
- Automated reporting – fast, simple, and secure distribution across the organisation
- High security & GDPR support – secure handling, access control, and full control over data
- Flexible development – ongoing adaptation to new needs
We make the platform even more valuable
Our strength lies in how we use the platform’s capabilities. We design a considered setup where each feedback source, analysis, and dashboard plays a role in your CX and NPS programme. Together, we create an insight engine that:
- increases decision-making precision
- prioritises initiatives based on loyalty, CLV, and business value
- reduces noise and guesswork
- captures both broad patterns and the nuances in customers’ own words
- highlights early risk and growth signals
- explains how experience connects to business results
- accelerates your customer-driven development
This is how we take loyalty work to the next level
We are not just a supplier – we act as an extension of your team. And that extension can go a long way when needed. Approaches that deliver greater impact include:
- Needs assessment – defining what to track: relationship, experience, business value, risk, and CLV
- Implementation & configuration – building surveys, logic, visualisations, and API flows
- Launch & training – ensuring confidence and adoption across the organisation
- Continuous improvement – adjusting, optimising, and developing based on your learning
- Action support – helping you translate insights into actions, priorities, and process improvements
Why clients choose us as their XM partner
Those who choose us want to:
- work with a partner, not just a platform provider
- choose individual solutions or a complete setup
- achieve higher ROI and build long-term CX and NPS programmes
- connect customer insight with business value, CLV, and growth
- get support in turning insight into concrete action
- ensure quality, structure, and continuous development
- work quickly, flexibly, and closely
- create a central insight engine for the entire organisation
You get a powerful XM platform combined with an experienced right-hand partner. Would you like to explore the platform? Book a demo!
Integration platform
Integration platform – coordinating your customer data flows
To deliver truly effective and accurate insight work, one thing is essential: customer data that is complete, accurate, and up to date every day. This is where our integration platform comes in.
We have developed a solution fully focused on data quality, automation, and seamless flows. The platform operates independently of the insights platform and can be used by any organisation that needs reliable and intelligent customer data management.
It is built for organisations that want to eliminate sources of error, reduce manual work, speed up processes, and create a secure, scalable approach to customer data and communications.
What our integration platform does for you
You get a platform that saves time and:
- integrates your systems and gathers data from multiple sources
- automates flows between data, communications, and analysis
- transforms, formats, and quality-checks data for high precision
- controls communications via email, SMS, and RCS based on rules, conditions, and customer status
- manages quarantine rules so customers are not over-contacted
- prevents duplicates and errors, and handles suppression lists securely
- alerts you to errors in data or incoming files
The invisible work that makes everything else possible
Customer data is often a challenge: it arrives in different formats, from different systems, and often requires advanced processing to be usable and correctly connected. This is where our platform and our team make the biggest difference. We:
- collect and synchronise data from multiple systems
- clean, match, structure, format, and improve data quality
- convert information so it becomes usable
- quality-assure fields, timing, segments, and metadata
- ensure the right customer receives the right survey at the right time
- minimise personal data and carry out GDPR checks
- flag bounces for customer care and manage whitelisting
Real impact through higher data quality
High data quality is essential for reaching and communicating effectively with customers. Effects directly linked to loyalty work include that high data quality:
- increases response rates
- improves analytical accuracy
- enables safer segmentation and stronger decision-making
- enhances the customer experience at every touchpoint
- makes the entire CX and NPS programme more profitable
Do you need help untangling your data challenges? Contact us
Solutions tailored to your needs
