Customer Experience Insights
Leveraging customer data to provide actionable insights for improving the customer experience
Project Overview
The client wanted to better understand the customer experience and use data to inform improvements to customer touchpoints. They were challenged with limited visibility and delayed access to customer experience data. RevGen helped the client use data to baseline the customer experience, create a holistic “picture” of the customer touchpoints, and easily view key data points along the customer journey. The solution helped optimize technology investments and accelerate access to vital data from weeks to minutes, which significantly enhanced the client’s ability to improve customer touchpoints on a timely basis.
Client Challenge
This global communications company had grown rapidly through acquisitions, which led to siloed customer experience information across multiple departments. As a result, the company had limited insight into a variety of pain points that impacted customer retention. The client relied on the Net Promoter Score (NPS) index for a basic view of customer experience levels and were testing numerous pilot solutions to improve service quality, but they had no way of knowing what was working and what was not.
To improve visibility into the customer experience, the company sought a solution that:
- Provided an accurate baseline of the existing customer experience
- Measured the impact of pilot technologies on the customer experience
- Offered comprehensive insight into key experience drivers along the customer journey
Solution
RevGen Partners helped the client implement a customer experience insights solution. We began by understanding the client’s business goals and their customer’s touchpoints with the client, and then we delivered the following solutions:
- Performance Management Dashboards. We provided self-service dashboards and visualizations that offered immediate visibility into baselines and key insights into the impacts of existing pilot investments.
- Customer Experience Data Mart. We designed an extensible data architecture to support the current and future needs of the customer experience program.
- Self-Service OLAP Solution. We created an online analytical processing (OLAP) solution for self-service and ad-hoc insights from key data intersections along the customer journey.
Results
The data insights solution provided the client with holistic visibility into the true customer experience. Instead of depending on vague NPS scores or implementing one solution after another without truly understanding its impacts to the customer, the client now has quick access to accurate information that evaluates the efficacy of solutions.
In fact, data that used to take weeks to acquire can now be accessed in minutes. The client uses this information to quickly address service pain points or target areas needed to help improve key metrics, such as sales, customer retention, and NPS.
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