Enhancing the customer experience and driving a more customer-centric strategy is a priority for every business, but the existing means of monitoring those experiences are disconnected. The disparate data gathered through user-related metrics, IT systems, and application data do not provide an accurate or holistic view of customers’ changing preferences. This makes it difficult for decision-makers to drive long-term strategy.
CXWatch leverages advanced ML and data analytics tools to integrate data from all customer touchpoints to provide a comprehensive understanding of the customer experience. By closely monitoring the customer journey, CXWatch highlights key patterns and trends in CX metrics, helps determine the most important factors in customer satisfaction, and provides valuable suggestions to improve the customer experience at every touchpoint. These insights also help improve share of wallet, attract new customers, and boost marketing effectiveness.
CXWatch adds value at every stage of the customer’s journey with insights gained through analysis of data from multiple sources. As a result, organizations are able to:
CXWatch leverages data collected at every digital touchpoint to redefine how a business attracts, nurtures, and retains customers over time.
Key capabilities include:
Monitors trends in NPS/CSAT scores, assess the highest frequency pain points in the customer journey, and track the volume of customer support requirements. CXWatch also simultaneously measures the support satisfaction rate change across channels to identify key focus areas for improvements.
Analyze and predict the elements impacting specific businesses’ NPS/CSAT scores. CXWatch identifies the impact of focusing on key drivers, decisions that can improve consumer sentiment on social media, and the key influencers in customer satisfaction.
CXWatch guides proactive steps through insights into the most crucial aspect of the customer interaction. It provides information regarding customers that may be at risk of leaving, the features of certain products that may need immediate attention, as well as the impact of social posts on the customer’s experience.
CXWatch helps the FSI industry analyze post-sales surveys to identify key drivers behind customer choice, expectations, and satisfaction levels to create products that align perfectly with future customer needs.
CXWatch helps the technology industry with in-depth analysis of call and chat logs on various customer support channels to identify key pain points and frequently-occuring issues affecting the customer experience.
CXWatch has a built-in customer LTV model that can determine their future value with high accuracy based on satisfaction levels. It can also identify the issues faced by the patient at different stages and recommend action.
CXWatch can gauge customers’ preferences based on their social media interactions with advanced sentiment analysis, helping the TMT industry determine the key influencers driving consumer demands.