data-driven cx
& measurement
drive CX performance
for your brand, journeys
and channels
schedule a call
why you need it
Wouldn’t it be great if we could use data to show which aspects of your customer experience are performing well and which aren’t yet? Well, you can!
To achieve this, we help you define the relevant metrics and data sources for monitoring your CX performance, and help you implement the tooling.
But it all starts with a clear understanding what your ambition is and which customer journeys you actually need to monitor to track and report progress towards that ambition.
what we offer
cx monitoring system
We help you determine your KPI’s and metrics linked to your business objectives and brand promise. Then we define a measurement framework to measure, monitor and manage progress towards your set targets on customer experience and the desired business results.
With your framework defined, you can now start to measure, monitor and optimize your customer experiences for specific journeys based on a framework of cx data but also operational data.
We help you configure this journey monitoring system with the appropriate dashboard(s).
setup customer feedback system
We are also official implementation partner of tools such as Qualtrics and Expoints to help you manage all customer feedback in one place and operationalise cx monitoring and ongoing cx measurement across teams in the organisation.
Once implemented we can help drive adoption with pilots, traning and coaching.
determine your cx drivers
Make sure you really understand which aspects of your service offering actually influence your customer experience performance and business outcomes.
We help you identify these key CX drivers so you can strategically focus on these to advance your customer experience scores, loyalty and growth.
voice-of-the-customer programme
Kick-start or improve your voice-of-the-customer program so you collect the right customer feedback in the correct channels and also organise how the feedback is acted upon by your teams.
We help you achieve this by aligning objectives and identify needs in order to drive the tool implementation, way-of-working and governance and reporting.
first-party data strategy
Organisations will have to increasingly rely on first-party data for their customer engagement in marketing and service delivery.
We help you identify the key engagement moments in the customer journey to determine a long-term plan for using first-party customer data for your strategic advantage.
measure initiative impact (ROI)
We can help show tangible results and prove which initiatives made the difference. For this we use the relevant data to measure the impact of specific improvements you made in the channels.
workshop data-driven CX
Data-driven CX has endless opportunities which may be overwhelming where to start. In this 1-day workshop we can jointly identify opportunities based on your objectives, data sources and channels.
client case
enhancing cx through a data-driven approach at APG
Despite having extensive data and measurement efforts, APG faced difficulties in integrating these measurements to highlight improvement opportunities effectively.
the benefits of data-driven CX management
1.monitor CX performance
Move from a monthly NPS score to a real-time dashboard of your CX performance along the entire customer journey.
2.voice of the customer
Connecting customer feedback from multiple sources to your key customer journeys, enables your team to act quickly.
3.personalised experience
Using customer data and AI tools can help you dynamically personalise the experience to customer needs.
Nicolette Nijhuis
Data-driven CX Lead