Customer
Experience
Experience
What is
customer
experience?
What is
customer
experience?
Customer Experience is everything that contributes to creating our perception of a Brand.
Our perception of reality is a subjective interpretation, based on our emotional intelligence, that guides our decisions
«Perception is reality»
Lee Atwater
Without change, the CX is just a hobby.
That’s why we talk about Customer Experience Management.
The CX is how Management listens to the Customer’s Voice and is one of the fundamental inputs for defining the business strategy.
Change is why we measure the CX.
We improve the CX
The 5 pillars
of customer experience management
Data collection
Data analysis
Close the loop
Acting on the data
Change
- We interview customers by phone
- We record the conversations with customers (GDPR compliant)
#01
Data
collection
Data
collection
- We transcribe the audio using a Voice2Text application
- We analyse the comments of customers in detail (unstructured data) using artificial intelligence
#02
Data
analysis
analysis
Elaborazione dati
- We present the unstructured data in a storyboard.
- Quadrant Chart report, summary of weaknesses and proposed actions.
#03
Acting on
on the data
From Analysis
to Action
More information
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Strawberries, emotions and artificial intelligence
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We are ready to
listen
Tell us about
your challenges
We are ready to
listen
Tell us about
your challenges
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Customer Experience
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