“measuring an experience should be an experience in itself”
| Inner loop (individual issues) | Outer loop (systemic issues) | Employee experience (VoE) | Total price £, ££, £££ | ROI calculation | Analysis languages | Celebrates positive feedback | Metrics CX 😊 Business ⩩ Performance 📈 |
|---|---|---|---|---|---|---|---|
 | | | ££ |  | 55 | | 😊⩩📈 |
| In-built case management supports the closure of individual cases. | Analytics identify themes and trends, dashboards with commentary point towards action. | All the data collection, analysis and presentation capabilities for CX are applied to the Voice of the Employee. | Pricing is dependent on volume, type of services and client maturity. | ROI calculations not supported. | Analysis in 55 languages. Can combine and analyse surveys in up to 193 languages. | Supports the promotion of positive customer experiences as well as the resolution of poor customer interactions. | Shows the impact of customer experience and resolution on customer, business and performance metrics. |
Published 21 January 2021