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Voice of Customer Analytics

& CX Improvement

Optimise customer journeys, at scale and speed

Discover, group & track customer needs and expectations

Minimise time & money spent on traditional CX data analysis

Unlock the Goldmine of Value

Over the last few years, there has been an exponential increase in the volume of unstructured data that is generated by customers, and collected by organisations, on a daily basis. This includes data such as survey comments, call transcripts, emails, webchats, social media posts, complaints, customer feedback, etc., etc., to name but a few.

This unstructured data represents ~80% of an organisation’s total data collection and is, literally, the voice of the customer (VOC). Crucially, it contains firsthand intelligence that tells you what is working – and what isn’t – throughout the business.

Unlock and plunder this data-goldmine to gain a far deeper understanding of your customers, their journeys and behaviours and apply that learning to multiple applications across customer development and retention, such as:

 

Optimise Customer Journeys

Use VOC analytics to identify and rank the trending customer issues that are the result of broken processes. Use the root-cause analyses to pursue cross-functional, process-improvement initiatives

Optimise Customer Operations

Undertake classic service improvement initiatves by attacking areas like failure demand, first contact resolution, causes of customer effort, causes of customer dis-satisfaction, etc. These all improve levels of efficiency and efficacy within customer operations

Improve Self Service

Capture, rank, and publish, every single one of the most important questions and answers that customers need access to, whilst decreasing call volumes to the frontline

Reduce Customer Churn

Proactively identify & track your customers’ causal reasons for defection. Then re-design their journeys, and your processes, to optimise their experience and retain their custom

Improve Customer Satisfaction & Retention

Capture and document your customers’ needs – their drivers of satisfaction, and therefore retention – measure their current performance, then re-design their journeys to optimise their experience and retain their custom.

Optimising the customer journey is key to retention – and Voice of Customer feedback can guide the way

Improve Customer Experience and Drive Business Results

Voice-of-the-Customer (VOC) analytics gives you a powerful tool to understand and engage with individual customers, at scale.

Our VOC analytics service takes a blended-AI approach in that it is enabled by machine-learning models – each one of which has been trained, with 100’s of megabytes of qualitative information, to ensure accurate, high-quality analyses of ingested data.

The analysis outputs inform the strategic and operational execution of Customer Experience improvement programmes that drive better business results.

We achieve these service improvements by following a structured, 3-stage value-extraction approach:

#1: Rigorous, Cross-Channel Analysis

Provides the ability to understand, and report on, the systemic issues that face your business by quickly analysing the masses of customer data

#2: Enriched, Prioritised Insights

Delivers actionable insight into the ways that your organisation’s products and services can be improved. All insights are contextually relevant and applicable to customer operations.

#3: Direct Action

We help you to ‘close the loop’ with consultancy support for driving the resultant change programmes that positively impact your business results and deliver the desired business outcomes

Why Work With Us?

Because we are customer experience experts.

We adopt an holistic, agile and iterative approach to CX improvement and we are with you for the whole journey, from project identification through to outcome delivery and review.

We are always by your side, helping you to connect all the moving parts and achieve successful business and customer outcomes.

We go beyond just delivering the typical actionable insight – we also help you to drive the action programmes that are so vital to achieving positive and sustainable change.

Understanding Your Customers Doesn’t Have to Be Hard

Have a project in mind?