Diagnosing opportunities to positively impact ‘always-on’ experiences across Touchpoints is critical. Our approach is additive to existing solutions, keeping metrics such as NPS for trending/ reporting.
We use our CX Framework to identify linkage to impact attitudinal and behavioral outcomes, providing insights & action at channel level to improve performance. The focus on outcomes mean that we engage stakeholders with the commercial promise – through better prediction on how improvements can positively impact revenue per customer.
Linkage with other Touchpoints and/or non-survey data sources is included to enable customer centric planning. The approach is method neutral, engaging and tailored dashboards/ reporting are provided to ensure active dissemination of results.