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Market Research + Real Time Feedback

Data is the cornerstone of a successful customer experience initiative. We’ll help you collect data across any customer touch point – and then put it to work.

The Genex technology platform brings all your data together, applies sophisticated business rules and logic, organises it and makes sure you can use it to rapidly respond to customers in order to improve your business outcomes.

Program Design

Research Design

Reporting

Analysis & Insight

Drive Change

Say hello to data

Genex can collect the data across any customer touch point within your business. By listening to your customers across all channels, we can help you design new survey and data collection tools, and guide you on where to make use of existing transactional information.

Benefits of using the Genex platform

Here are 4 reasons you should be using South Africa’s leading insights platform

Quality

When you partner with Genex, you tap into a wealth of knowledge and expertise in the research and customer experience fields. With access to highly skilled researchers, CX professionals, proven methodologies, and technology experts, you’ll have all you need to define clear objectives and design a CX program that delivers real results.

Give your team the tools to make a difference

When you think about it, there are very few members of your organisation that don’t impact your customers experience? We’re big on empowering all of your team with the necessary insights they need to improve your companies services and products. It doesn’t matter if you’re a call centre agent on the front lines or the managing director of your business. We ensure that you’ve got access to relevant, contextual information to make better informed decisions.

Making sense of it all. Insight!

When you partner with Genex, you tap into a wealth of knowledge and expertise in the research and customer experience fields. With access to highly skilled researchers, CX professionals, proven methodologies, and technology experts, you’ll have all you need to define clear objectives and design a CX program that delivers real results.

Take action, respond appropriately and drive positive change

When you embrace the idea of really listening to your customers feedback, you also need to be prepared to respond to feedback, both positive and negative. The Genex platform includes a complete case management solution that enables your team to see and respond to alerts and escalations requiring attention across all touch point within your business.

Make a start and embrace the journey

CX is a journey. It’s an ongoing process, when executed correctly, becomes deeply entrenched in the culture of your business. We’ve got the right people, technology and attitude you need to keep improving. We work closely with our customers to design, execute and manage customer experience programs. Our platform is as flexible as it is scalable. This means we’re able get you up and running in a relatively short period of time. In fact we’ve found that it’s often better to start small and introduce incremental insight driven changes to a wider part of the organisation as your customer experience management practices mature.

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