Business Challenges
Visibility of Customer Experience across journeys
Brands have access to cross-platform customer data, but stitching that data together for a full view of the customer experience requires expertise and focus – two qualities that are hard to come by.
Brands lack the metrics to measure and improve customer interactions across channels
The path to optimization begins with a baseline of current behavior. Companies need the right measurement to chart an optimal course for the future.
Reducing churn and increasing Customer Lifetime Value
Marketers and analysts know they need to use data to foster loyalty with customers, but often need help in translating these ambitions into tangible results.
Capabilities
Comprehensive API library to enable orchestration of data sets
Out-of-box NLP engine to mine unstructured data
Proprietary ontology framework that enhances our NLP engine
Machine Learning-enabled Key Driver Model to measure the strength of factors contributing to a result
Ready-to-deploy visual maps providing a complete view of the customer experience
Helped one of the world’s largest retailers identify key CX drivers, resulting in an NPS increase of 15 basis points and an 8% reduction in customer attrition
Helped a large technology company increase NPS by 20 basis points and increase revenue by $150M
Provided a large utility company with a real-time key driver model to enable effective decisions. This resulted in a 40-basis point improvement in NPS.
Business Impact
Improved customer engagement and customer experience
Maximized ROI from Enterprise Feedback Management programs
Increased share of true customer advocates who will remain loyal, enhancing life time value
