CX Analytics

Improve customer experience and omnichannel management through Big Data and analytical models

Objectives and solutions

Customer satisfaction

Identification and analysis of moments of truth and pain points of the customer

Customer satisfaction Management and calculation based on behaviour

Identification and analysis of satisfaction / dissatisfaction drivers in NPS

Omnichannel management

Omnichannel diagnosis: Customer journey in sales and service processes

Analysis of results in omnichannel initiatives and processes. Levers for conversion rate optimization and improvement

Service and customer care

Customer interactions assessment (contact center, digital platforms and store)

Optimisation of customer service operations through control of indicators (waiting time, service, abandon rate…)

Advanced data management

Data Management: Analytical data models in Big Data, Cloud or Local environments

Digitisation: Information management processes and recurrent tasks automation

Smart business decisions: Advanced simulators for decision making

Smart visualization: Interactive dashboards with automatic conclusions

For whom?

Customer Experience

Marketing

Big Data

Success stories

Identification and analysis of satisfaction / dissatisfaction drivers in NPS

Omnichannel diagnosis: Customer journey in sales and service processes

Customer satisfaction Management and calculation based on behaviour

Customer interactions assessment (contact center, digital platforms and store)

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Commercial Proposition Analytics

Financial & Operations Analytics

Sales & Channels Analytics

People Analytics

Customer Analytics

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