“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 📈
|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.|
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