Customer Experience Analytics

Billions of dollars are spent by enterprises worldwide, on analysis of their internal systems, to establish if predetermined Key Performance Indicators and Service Level Agreements are being met.

If only one moving part fails in the chain of process, the customer sees overall failure. The Billion dollar spend on silos of Business Intelligence will not highlight this failure.

Organizations need to:

  • See it from the Customer’s point of view
  • Identify what to do to behind the scenes to improve matters as seen from the Customer’s view point
  • What is needed is a system that continually monitors Customer Satisfaction based on actual customer experience.

Through re-assembling all the moving parts into an integrated view of each transaction with each customer, (we call this an episode), the total customer experience can be monitored. Each transaction instance is an event-sequence in the total episode. Stitching these events together provides a single total experience or episode.

Understanding the entire customer engagement cycle is imperative to ensuring high-service quality, exceeding your customers’ expectations and creating long term loyalty. It will also drive:

  • Satisfactory online customer self-service, improving the customer experience and improving operational efficiency
  • Reduce customer churn through inadequate business rules and process
  • Customer engagement improvements, customer loyalty and valuable word of mouth references and endorsements

By adding sophisticated business intelligence layers and dashboards to data collected in “all the moving parts” and transformed into customer experience episodes, enterprises can outperform their competitors, by getting closer to their customers and delivering services and goods that better match expectations.

Customer Experience is a term used to describe the sum of all experiences a customer has with a supplier of goods or services, over the duration of their relationship. Customer Experience covers multiple phases and contexts including awareness, discovery, attraction, interaction, purchase, use, cultivation and ultimately advocacy.

In a telecommunication carrier context it means the experience from the initial contact (shop visit, call center contact or online activity) through to ordering, provisioning, activation and first bill issue.

Companies can no longer ignore the power of the people to spread bad news of horrible experiences via social media such as blogs, twitter, Facebook etc. one person with a bad experience can put such a message out and it will eventually reach potentially millions of customers.

You need a platform to reconcile the multiple channels of experience into a single view at your company. This should take into account social media activities as well as data from existing business processes, network data and CRM type systems. Understanding the context of an experience is essential.

The result is high quality customer self-service, reduced customer churn, lower operating costs, improved ARPU and long term loyalty.

The CR-X Customer Experience Platform offers a comprehensive suite of data integration capability and rich filtering and matching algorithms, to harness all of the communication channels, to efficiently manage the entire life cycle of any customer interaction handled by your organization. It empowers organizations to leverage the power of their data — and beyond to enhance customer loyalty, deepen relationships, grow revenue and deliver superior customer service.

The CR-X Customer Experience Platform achieves the desired outcome by re-assembling all the moving parts into a single view, by stitching the data together into a continuous stream of events. This requires collecting on-line or real-time operational data and assembling it into a data vault of temporary storage. This also requires intra-day or next day data collection which in turn produces real-time reporting and charting. It also highlights individual events (triggers – exceptions).

The CR-X Customer Experience Platform aggregates activity that breaches acceptable thresholds, (Key Performance Indicators and Service Level Agreements) and this allows companies to monitor the total customer experience and provides opportunity for continuous process and behavioural improvement.