Technology

Use technology to inform decision-making by turning data & customer feedback into in-depth insights and practical customer experience improvements.

Technology

Use technology to inform decision-making by turning data & customer feedback into in-depth insights and practical customer experience improvements.

Technology To Add Value Across All Channels

Did you know that by 2020 more than 40% of all data and analytics projects will relate to customer experience and spending on real-time analytics will grow three times faster than spending on non-real-time analytics?

Providing near-live intelligence about customer interactions and experiences (all from a single access point) enables you to find and act on this information quickly and in the moment.

Not only will you avoid more serious issues escalating but it will enable you to offer a more personalised, seamless and effortless customer experience.

Save time and improve operational efficiency

By having all data accessible from one platform, and highly visual dashboards, reporting becomes far quicker and more intuitive, making the customer services function much more efficient.

Cut costs whilst reducing fraud

Reduce the chance of fraud with voice biometrics & secure mobile EasyPay, whilst reducing IT costs by having everything on one easy to use platform.

Gain true visibility of a single customer view

With improved access to a deeper level of customer information and behaviour insight it is possible to gain a complete and single view of the customer.

Telephony Systems

IVR Design

Customer Feedback

Background Music

Email Management

PCI DSS Level 1 Payments

Live Chat

Social Customer Care

Dyanamic FAQ's

How We Do It

Discovery

We use the discovery stage to look at your current customer journeys and technology to determine where the focus needs to be.  We’ll consider your customers and engage your stakeholders throughout the whole process so that your project objectives will be more easily achieved

Design

Using the information we gather during our discovery days we use our expertise to re-design your customer journeys enabling you to maximise every contact and deliver the best possible customer experience

Design

Using the information we gather during our discovery days we use our expertise to re-design your customer journeys enabling you to maximise every contact and deliver the best possible customer experience

Implement

Working alongside your teams we assist in the implementation of your new journeys whether utilising your existing technology or rolling out new technology solutions

We strive to make our clients happy

so, let's be happy together

0 %
Phone Contact reduction via channel shift to online process for compensation claims for a travel firm

We strive to make our clients happy

so, let's be happy together

0 %
Phone Contact reduction via channel shift to online process for compensation claims for a travel firm

Ask Us Anything

CEM stands for Customer Experience Management. CEM technologies provided improved access to a deeper level of customer information and behavioural insight. This combined with single view of the customer helps create long term value for your organisation.

Most organisations want to improve relationships with customers to increase sales, loyalty, and advocacy.  All too often they leave it to individual employees or teams which can make a positive difference but the entire organisation needs to be responsible for managing and improving customer experience.  CEM technology is important because it enables effective management and delivery of the experiences your customers have during their relationship with you. When that relationships managed well it lasts longer and is more profitable.

Omni channel is essentially about the ability of customer interaction data to flow across different contact channels seamlessly. This means that if a customer has just complained about something on Twitter and then calls you, your advisors would know and be able to handle the call in the most appropriate way. For customers, it means they can contact however hey want to and know you will understand who they are and be able to solve their query quickly and effectively.

There are a lot of different customer experience management providers out there and it can be hard to differentiate. We suggest finding an independent partner to help you navigate the market and also think about how you want your customers to feel when they interact with the technology just as much as understanding the capabilities of the technology of itself.

This is a problem for many organisations but there are a lot of applications that wrap around your existing infrastructure and bring you the benefits of more up to date tech but also mean you don’t have to replace the core platforms and can therefore be a very cost effective option and help you deliver the experience you want to deliver for your customers.

A recent Qualitrix survey of 10,000 consumers showed the delivering a positive customer experience gives the following benefits. Customers are; 15.1 times more likely to recommend the company
8.4 times more likely to trust the company
7.8 times more likely to try new products and services
7.1 times more likely to purchase more from company
6.6 times more likely to forgive company after a mistake These all contribute to return on investment and when tracked through a measurement framework based on your internal metrics and financials will help you show the impact to your colleagues an prove the ROI you have generated.

Blogs and Case Studies

James-Hay
Case Studies
admin

James Hay Partnership

Situation: Constant negative NPS score when completing post interaction surveys by post. This was causing growing concern within the business as the customer experience was

Read More »
Legal & General
Case Studies
admin

Legal & General

Situation: Legal and General Home claims department were receiving customer complaints from customers who kept having to explain their claim every time they called

Read More »

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