There is a disconnect at the heart of great customer experience. The customer’s actual experience (livedCX) often diverges from the designed experience, revealing gaps between the intended seamless journey and the actual, often imperfect, interactions customers face. Understanding these differences is challenging, often creating uncertainty in identifying areas for business improvement, simplification or automation
This is where our AI-powered LivedCX platform comes in.
Fuelled by data that describes the actual customer experience, and real cost to serve, we enable intelligent business decisions and drive your customer experience improvement and modernisation roadmap.
Using the power of Gen-AI, and advanced data and process mining tools, we track the actual experience of your customers as they navigate multiple touchpoints to achieve their objectives. We do this to identify points of failure, friction or disconnect in the experience, and provide intelligent recommendations and insights on agent and digital performance, process improvement and opportunities for automation.
Track the lived experience of customers as they navigate across multiple touchpoints to achieve their objectives. Stich these journeys together to identify the true reasons behind every customer interaction.
Using Gen-AI to create a detailed map of your customer interaction journey as they navigate across multiple touchpoints. Understand the differences in lived experience to the intended designed experience, informing and optimising your CX design process.
Measure the impact of every customer interaction on CX, customer effort, cost to serve, and lost sales opportunities.
Recommends opportunities across People, Process and Technology to improve CX, reduce operational costs and simplify the experience through process automation.
Track the actual experience of your customers as they navigate across your digital & self-help channels to identify failure, friction or disconnect in the experience.
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