Customer experience platform.
Low on effort.
High on impact.
We've removed the complexity around CX, so you can focus on outcomes and improvements
Customer experience platform: Everything you need without the overwhelm
Looking for an easier way to get a handle on your customer experience? You’ve found it.
Our programs cut through the noise and allow you to focus on what will drive the greatest impact….and your bottom line.
Action-oriented
Move beyond simply measuring customer experience and turn up the dial on improving it.
In-built action plans, closed-loop feedback for case management and trigger notifications for when performance falls below pre-defined thresholds, are just the start.
Take your program to the next level by teaming it with an insight community to deep-dive into areas of interest, uncover the drivers behind pain points and co-create solutions with your customers.
Seamlessly, all in the one platform.
You don’t have to go it alone
Our customer experience programs are supported by expert CX consultants to guide you on your journey.
From program design and implementation through to ongoing management, we make it easy for you and ensure you get the maximum value from your investment.
Understand. Act. Improve.
Our programs have seen significant increases in overall satisfaction and recommendation since they launched – up to 38% for overall satisfaction and 32% for recommendation.
Employee Experience
Harness the people power within your organisation, improve employee engagement
and, in turn, deliver great customer experiences.
Engaged employees keep customers happy
Wouldn’t you love to improve employee engagement and, in turn, deliver great customer experiences? Our voice of employee programs let you do just that. When your employees feel valued and respected, they’ll go the extra mile for you.
Focus on your employees… your secret weapon for success
Our employee experience programs offer a fully flexible approach to employee engagement. You can tap into your employee experience at all points in their journey with your company or look at longitudinal change within your organisation, using a series of short pulse surveys at defined intervals. Alternatively, deep dive with a comprehensive bi-annual engagement program.
The result? Satisfied and engaged employees deliver more positive customer experiences.
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Employees are your direct link to your customers
Enable your employees to capture their perceptions of customers’ experiences, solve common customer problems, share their solutions, and drive innovation through an employee insight community.
Your people are your most important asset
As Denise Lee Yawn of the Harvard Business Review says, 'Customer Experience and Employee Experience are now two of the driving forces of business'. Knowing what your team members are thinking and feeling is your path to success. In our volatile environment, it's now more important than ever to check in with everyone in your team. If they're unhappy, you need to uncover why and set things right asap. Having the ideal tools for an ongoing dialogue with your people is critical to keeping them happy – and your business thriving.
Key Features
Data centralisation
Build out your data universe, merging continuous feedback data, ad-hoc pulse surveys and operational data sets to create a powerful data asset for your business.
Change this
Send mobile optimised surveys throughout the customer journey via email, SMS, WhatsApp or Web Intercepts.
In-the-moment feedback
Deliver timely surveys at key points along the customer journey or employee lifecycle to capture more meaningful data, in-the-moment.
Closed loop feedback
Build custom rules to trigger real-time alerts and escalations, prompting your team to respond to customer issues quickly and convert detractors into promoters.
Macro trend identification
Identify macro trends and assign to relevant individuals within the business, focussing in on key business improvements to make real, long-lasting change to customer experiences.
Role-based access
Target content to specific users with role-based filters to control the flow of information and put actional data into the relevant hands.
Solutions
One place to collect, one place to understand, one place to design and one place to action improvements. Our single platform, complemented by our research services, offers all the solutions you need to drive business improvement through human understanding.
