We’re here to help close the gaps between the expectations set by your brand’s promises and the customer’s perception.
We help you to understand, and measure, your customer’s experiences through their journey, across each touch point, that they have with you.
And we do this through consultancy and customer experience measurement programmes…
Our CxExplore toolkit enables us to tailor your customer experience programme to measure your customer’s unique journey and your business objectives. CxExplore is comprised of multiple modules, allowing you us to engage with, and listen to customers, share insights across your organisation, and assist you to take action.
Our digital feedback module enabling feedback buttons, triggered web intercept surveys, and exit surveys; integration with your App, through our SDK, to capture in-the-moment feedback; or, install an AI and ML powered chat assistant to simplify your customer’s digital experience and gather actionable insights
Our multi-channel feedback module for online, CAPI, CATI, and IVR surveys. Engage customers via their preferred channel and multiple message methods, including email, SMS, WhatsApp, WeChat, and QR code. Can be API or Sftp linked to most CRM systems
Our Google API module for automated multi-lingual translation of customer verbatim, to understand the WHY from any language
Our online AI sentiment & text analytics module, enabling real-time analysis of verbatim comments, displaying current trending themes, positive and negative sentiment, and benchmark changes
Our online real-time dashboard and online reporting module with hierarchical role based access, rolling trend charting, dynamic filters and drill down analysis, verbatim comment analysis, with export modules to Excel, CSV, and PowerPoint
Our automated 1:1 dissatisfaction alerting module enabling an organisation to act quickly to solve a customer’s issue flagged in any survey or verbatim comment. Our case management module enables cases to be managed and escalated within the system, or be API or Sftp linked to your internal case management system
Our Action Management module enabling you to define and implement action plans and record their impact on over customer experience over time, thus allowing a clear ROI to be demonstrated form the actions taken
Customer experience measurement programmes are great, but only if they lead to CX leaders making decisions and improving the commercial performance of their organisations. As a consultancy that
Getting the most out of your customer experience measures Customer experience KPI’s are a great way of tracking how well you are meeting customer expectations, but they are
How to improve your NPS score You are tracking your NPS score and it’s not where you want it to be. What’s gone wrong? Why don’t your customers
