Customer experience management & cx software

Customer Experience Management means tracking and understanding your customers’ experience.
Driving a vision of positive change for your customers – and in your business – requires reliable customer research combined with real action.

We have the right people, customer feedback techniques, technology, and attitude you need to keep improving.

Trust us to provide the research and insight…You provide the vision.

Your Title Goes Here

Your content goes here. Edit or remove this text inline or in the module Content settings. You can also style every aspect of this content in the module Design settings and even apply custom CSS to this text in the module Advanced settings.

CUSTOMER SEGMENTATION
Do you personalise your communications with your customers? Customer segmentation is a great step towards more personalised communications with your customers. Our researchers and customer experience (CX) professionals help you link more meaningful data to your existing customer database. We work with you to refine your customer segmentation to a point where you are able to start truly engaging with them. By providing information and stimulating conversations about topics that are personal to your customers, you build trust. Talk to us about how you are doing customer segmentation.
CUSTOMER JOURNEY MAPS
Not all customer interactions are created equal. How would you know where to start? Where to focus your efforts? Customer Journey Mapping looks at the big picture first. We can help you evaluate where existing and potential customers first come into contact with your business and map out the entire journey from there. We look at how, where, and when you acquire customers, how you service and retain them, and why they leave you. Most importantly we want help you discover “Moments of Truth”, the precious moments when you have an opportunity to directly influence a customer’s decision, which will impact their subsequent action. It is these moments that we look for, where we want to drive the most significant change for your customers and your business.
CASE AND ESCALATION MANAGEMENT
Be prepared to respond. Our platform includes advanced case management functionality. It routes cases to the appropriate members of your team and escalates matters to ensure consistent, timely responses to customer queries and complaints in real time. Even more importantly, detailed case information is linked directly to the analytics service. We are able to use this information to identify and eliminate pain points in the overall customer experience (CX). We would love the opportunity to take you through a brief demo of our escalations tool.
PREDICTIVE CUSTOMER ANALYTICS
The more data you’re able to collect and analyse throughout a customer’s lifetime (the interactions a customer has with your organisation), the more you’ll notice patterns forming in the data. We’ve successfully designed and tested numerous data models. Using this wealth of historic customer data, we have been able to build models with up to 85% confidence (that’s pretty high) allowing us to predict business outcomes. When done correctly, the results produced provide powerful actionable insights! It relies heavily on accurate, clean data. Luckily, we have got the people, the skills, and the technology to provide just that. We are not “fortune tellers”, but our team of Genies would love nothing more than crunching these numbers for you.
LOYALTY MODELLING
Do you want to offer your customers a loyalty program? Can you afford to? Can you afford not to? The value of loyalty programs has definitely been proven. But one size doesn’t fit all. In our opinion, loyalty programs are a form of value exchange. As a business, you want to incentivise customers to share their personal information with you. Our loyalty modelling service helps you answer some of these key questions when evaluating or refining a loyalty program for your business.
CUSTOMER SATISFACTION (CSAT)
Many companies still run ad-hoc customer satisfaction surveys to measure customer feedback, these are typically run quarterly or annually and serve as a “dipstick” type measure of overall customer satisfaction. CSAT surveys are a great way to poll your customers and gain insight into areas of your business that may not form part of the traditional customer journey such as the case in broader customer experience management programs. It’s an extremely useful measure to gauge overall satisfaction with your businesses products or services. In our opinion, this measure should form part of a broader set of customer feedback measures designed to develop a deep understanding of your customers.

Voice of the customer

Allows you to listen to your customers’ voices across a number of digital channels which are most convenient for them. Our technology is Omni-Channel, class leading and large-enterprise-ready. It allows you to collect survey replies across a number of different methods including:

Our predictive analytics uses proprietary goal setting technology which enables you to build ground-up actions in your business, which drive meaningful change.

We want to maximise the effectiveness of your survey programme and will help you to implement your Customer Experience Management project in a way which will best deliver the results you need.

+

Interactive two-way SMS surveys

(Which we pioneered)

All modes of web surveys

USSD surveys when required

VR surveys

(with selected partners)

CATI surveys

(telephonic)

l

Coupon surveys

Kiosks surveys

We’d love to help you develop better services and products.

Fill in your details below and we’ll call you back.

2 + 10 =