Anexinet

Customer 360

80% of businesses think they deliver a superior customer experience. But only 8% of their customers agree.

Why the disconnect? Because today’s customers are multi-channel. In fact, 74% of consumers use at least three channels to interact with companies around customer service issues. Omni-channel customer interaction data is critical to building a 360-degree view of your customers to enable a deeper understanding and streamlined response to their needs.

 

Our Customer 360 Kickstart takes a deep dive into your organization’s analytics landscape to empower you to develop omni-channel analytics that integrate social media with contact center voice calls, chat, text and email to build a 360 degree view of the customer. Learn how consumers really feel about your brand, products, services, and competitors by tracking the nuances of emotion and sentiment. We help you leverage that data to generate predictive models that provide insight into the future to stay ahead of the competition.

Our 2-week Kickstart enables your organization to:

Overcome siloed channels
Identify data “black holes” along your customer journey
Improve the quality of your data
Implement omni-channel analytics
Envision an optimized future-state

Our Approach

Our Customer 360 Kickstart follows four key steps:

How it Works

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Current State Analysis

First, we evaluate the maturity of your CX Analytics and assess your CX landscape, including Business Drivers, Channels, Owners/Stakeholders, System of Records and KPIs. Additionally, we gauge your technical maturity across architectures in terms of Data Access; ETL (Extract, Transform and Load) for systems of record, data storage and governance, Natural Language Processing (NLP), Machine Learning (ML), and analytical visualization.

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Needs Analysis

The second step prioritizes your business need by ranking concepts based on Business Impact, Organizational Readiness, and Ease of Implementation. Next, we identify CX Analytics impact “Hot Spots” across Sales Effectiveness, Customer Satisfaction, Contact Center Efficiency, Customer Churn, Compliance, and Product Quality.

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Visualization Prototype & Roadmap

In the final steps, we create sample analytics visualizations to bring to light the key CX Analytics Framework blocks:

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Sales Effectiveness

  • Conversation
  • Cross-Sell & Upsell Rate
  • Sales Objections
  • Service / Product Messaging
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Customer Satisfaction

  • Net Promoter Score (NPS)
  • Customer Satisfaction Score (CSAT)
  • Customer Effort Score (CES)
  • Customer Sentiment & Emotion
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Contact Center Efficiency

  • Average Handle Time (AHT)
  • First Call Resolution (FCR)
  • Customer Satisfaction Score (CSAT)
  • Customer Sentiment & Emotions
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Customer Churn

  • Customer Churn Rate (CCR)
  • Customer Lifetime Value (CLV)
  • Customer Complaints
  • Customer Sentiment & Emotion
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Compliance

  • Non-Compliant Messaging
  • Reportable Health Events
  • Fraud Rate
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Product Quality

  • Product Quality Issues (PQI)
  • Costumer Complaints
  • Percentage Defective

Lastly, our Customer 360 Roadmap provides guidance in terms of the People, Process, Technology, Data Architecture, and Tools you’ll need to begin embedding advanced analytics into your operations. Each Roadmap item is flagged and categorized as “Required,” “Short/Mid/Long-Term” or “Future.”

What You’ll Get

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Business Priority & Maturity

  • Big Block Targets
  • CX Analytics Heatmap
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Planning

  • Visualization Prototype
  • Phased Customer 360 Roadmap
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Executive Readout

  • Recommendations Document
  • Timeline & Next Steps