Join our next roundtable on how to kickstart journey management

data-driven cx
& measurement

monitor CX performance
for your brand, journeys
and channels

schedule a call
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 measurement framework

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.

cx / journey monitoring ‘dashboard

With your framework in place you can 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 monitoring system with the appropriate dashboard(s). 

customer feedback tooling  

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.

PARTNER LOGO’S Qualtrics & Expoints

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

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.

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

Ready to use data-driven CX to enhance CX performance?

schedule a call