Reveals the ‘why’ behind customer experience
Why CX I.Q.?
Existing solutions that gauge customer satisfaction do not reveal why customers behave the way they do. To uncover this, we go beyond measuring scores and indices like Net Promoter Score (NPS) and Customer Satisfaction (CSAT) and the typical Likert question is followed up with a unique, carefully crafted Imaginative Question (I.Q.). The responses are analyzed to detect sentiment, emotions and cognitive states to understand how customers think, feel and act about a product, experience or brand, and reveal how those thoughts and feelings translate into behavior.
How it works?
We leverage cognitive psychology, deep learning and artificial intelligence to accurately analyze customer interactions across all channels in real-time. The massive parallel processing grid platform is combined with the advanced text and cognitive analytics engine, for this purpose.
We ingest data from all feedback channels, including social, online and mobile and our rules-based, automated case management helps you respond to customer feedback in real-time. The audit, compliance and governance engine automatically tracks and reports on all aspects of the collaborative communications process.
What do you get?
• A clear distinction between what customers talk about most and what truly impacts their behavior
• Reveal the moments that matter the most to your customers, in the light of strong and weak signals
• The best leading indicators to future behavior of customers so that you can act with confidence
Want to understand the ‘why’ behind customer experience?