Analyzing the 'full visit experience' across all store channels can shed light on opportunities to improve store support capacity and optimize the effectiveness of in-store self serve machines.
reduction of branch reps
Understanding the drivers of repeat truck rolls within a month can help detect issues with the process and reduce the number of repeat and initial trucks sent to customers.
reduction in repeat truckrolls
Most companies only read the verbatim text of CSAT/NPS surveys, but understanding the customer journey before filling out a survey is key to reducing pain points and doubling-down on effective parts of the business.
reduction to low NPS/CSAT scores
Streamline digital processes so that customers desire to stay on digital channels. This requires contact center, retail, and digital data to best understand the reasons why customers utilize offline channels after attemtping transactions on the web/mobile app.
reduction in digital leakage
Leverage customer journey data to develop marketing and conversion strategies with higher acceptance rates across all business areas.
in additional revenue
Intersect the customer's journey by identifying multi-channel triggers of complaints and churn, providing increased predictive accuracy and micro-segementation capability.
predictive accuracy in churn models
See strategies & benchmarks for organizational transformation toward improving customer experience. As organizations across industries work to raise the bar on customer experience, consumer expectations continue to rise, transforming customer service into a key brand differentiator. Many progressive companies are even touting their customer service focus in advertising campaigns to appeal to an increasingly discerning consumer base and to attract business from competitors still maintaining the status quo.