It’s only logical that the best way to improve your CX is to listen to what customers are telling you. But – beyond periodic surveys and post-interaction snapshots – most organisations have little insight into the issues that matter most to their customers. What’s driving calls and traffic? What are the causes of dissatisfaction?
Our insight and analytics services can help you get to the root of the matter. We’ll examine large volumes of interactions, at speed, to pinpoint recurring issues and deliver actionable insights that can have an instant impact on the CX. That might mean process or system changes, personalised training for advisers or improved products and packages.
After using analytics to examine their CX, our clients typically see a 20-point improvement in NPS.