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

Customers are
people
who decide based on their
emotions

People express their emotions using
words

The Analysis of the words used by customers to describe their opinions about a Brand, is key to understanding how to improve the Customer Experience.

Customers are
people
who decide based on their
emotions

People express their emotions using
words

TheAnalysis of the words used by customers to describe their opinions about a Brand, is key to understanding how to improve the Customer Experience.

Customers are
people
who decide based on their
emotions

People express their emotions using
words

TheAnalysis of the words used by customers to describe their opinions about a Brand, is key to understanding how to improve the Customer Experience.

Innovazione

We improve
the CX

“Why measure
the customer
experience?”

“We measure
the CX
in order to change”

“Why measure
the customer
experience?”

“We measure
the CX
in order to change!”

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

raccolta dati

Data collection

Analisi dati

Data analysis

close the loop

Close the loop

azione sui dati

Acting on the data

cambiamento

Change

contact center
  • We interview customers by phone
  • We record the conversations with customers (GDPR compliant)
#01

Data
collection

Data
collection

contact center
  • We transcribe the audio using a Voice2Text application
  • We analyse the comments of customers in detail (unstructured data) using artificial intelligence
#02
Data
analysis
Elaborazione dati
contact center
  • 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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All organised businesses interview their customers and all claim to be Customer Centric, but the real challenge is how to pass from data analysis to action capable of improving the Customer Experie…
strawberries cadonga

Strawberries, emotions and artificial intelligence

Planasa is a leading international group of companies in the development of new varieties of berry, satisfying demand in various markets. The group has four R&D centres located in different geo…

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listen

Tell us about
your challenges

We are ready to
listen

Tell us about
your challenges

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