EXPLORE INSIGHTS AND OPTIMIZATION

Mature CEM programs collect valuable data containing crucial and actionable insights to improving CX at your organization.  We can help you understand how to dig deep, develop and share best practices for leveraging the system, and uncover and make insights visible.

 

Our insights and optimization services include the following:

As your team accrues experience with your CEM platform, it is often beneficial to learn from the wisdom of top users.

We combine interviews with key team members and cross-industry best practices to develop a customised guide for topics such as Closing the Loop, increasing response rates or other program-specific topics in your organisation.

BEST PRACTICES GUIDES
BEST PRACTICES GUIDES

In person sessions, delivered by a training lead to train team members - from frontline to advanced users - in how to leverage the system and reporting to dig deep into CX data: identify opportunity areas, discover root causes and develop actionable steps based on these insights.

ACTIONABLE INSIGHTS WORKSHOPS
ACTIONABLE INSIGHTS WORKSHOPS

Based on our expertise with CEM programs and your organization’s unique needs, we will assess and help you conceptualize your key CX challenges. Then we will propose creative ways to leverage your data to address these needs, and develop customized reports such as Quarterly Business Reviews, Insights Infographics, and Ad Hoc Deep Dives to provide key CX insights at scale and on an ongoing basis.

INSIGHTS REPORTING
INSIGHTS REPORTING

Mature programs can learn from how top performer actually use the platform in order to re-design the dashboards to make key reports more visible/accessible or develop desired reports unavailable in the system.  Our insights team will interview key users, and incorporate any key driver analysis in order to redesign key dashboards and ensure each page of the platform is delivering the most relevant and actionable information to each of your user roles.

DASHBOARD OPTIMIZATION
DASHBOARD OPTIMIZATION

OGC can export large data sets from your platform and leverage tools such as “R” and Python or write custom scripts to arrive at the specific segmentations and analyses important to your program. For one B2B program, for example, we conducted a cross-wave analysis of 6 survey waves to view differences in NPS between repeat survey responders and customers responding to the survey for the first time.

CUSTOM DATA PROCESSING
CUSTOM DATA PROCESSING

Leverage our methodology to quickly produce reports detailing your CX drivers’ relative impact on NPS or other key metrics and review an action plan of which drivers to prioritize as part of your CX strategy

RAPID KEY DRIVERS ANALYSIS
RAPID KEY DRIVERS ANALYSIS

Bring together key team members in this guided workshop to consider how to close the loop with customers and how the process can be integrated with the CEM tool.  Next, collaborate and develop a structure to optimize the process based on your organization’s unique situation and leveraging closed loop best practices.

CLOSED LOOP OPTIMIZATION WORKSHOPS
CLOSED LOOP OPTIMIZATION WORKSHOPS

By leveraging our experience with text analytics program design and our knowledge of TA best practices, we can research and offer recommendations for a redesign plan of your company’s TA program, and collaborate with your managed services team for implementation.  Our optimized TA plans will deliver strategic, actionable insights based on your qualitative customer feedback.

TEXT ANALYSIS OPTIMIZATION
TEXT ANALYSIS OPTIMIZATION