Learn how to deliver sustainable, resilient CX with a distributed engagement model.
ANALYTICS & CONSULTING
Using customer insights to drive engagement strategies
The art and science of customer insights
Our global team of analysts and consultants is comprised of the world’s top talent and state of the art data environments. In each engagement, we think differently about how to find and solve problems. We value insight over information, and actions over recommendations.
We see differently, think differently, and act differently—by design.
Customer Experience Analysis
Evolve your analytics lens to find the hidden stories in customer data. Global delivery, innovative techniques, and proprietary platforms that help you uncover big ideas with big business value.
Speech & Text Insights
Apply advanced techniques to extract insights from recordings, surveys, chats, posts, e-mails, messages, and other unstructured sources. We’re leading the industry in using speech to monitor interactions and automate quality processes. Our analysts access taxonomies, sentiment, and insights in proprietary software.
Operational Analysis
Rethink how to collect, manage, and analyze customer engagement data. We’ll help determine who, why, and how customers interact with you, then integrate analytics into decision-making for optimized operational execution.
Sales & Revenue Generation
Optimize campaign success across web, mobile, and social by leveraging conversion analytics. Our data scientists help you maximize campaign effectiveness with insights into customer preferences and buying patterns, and drive social media actions with dynamic social analytics.
Journey Analytics
Connect the dots in real time between customer journeys and business goals. Our consultants apply CX perspectives to interpret behaviors and intent, and provide the right mix of smart design, continuous support, and customized roadmaps that empower action and promote transformation.
Agent Assurance Tool
Stay close to your distant workforce though the power of AI. While you’re delivering continuous service our monitoring technology is detecting potential work avoidance and KPI manipulation using defined thresholds and algorithms. You get to focus on running your business with total assurance.
Outcomes
We deliver
3-20x
Return on investment
15%
Drop in effort
264%
Boost in conversions
Featured Resources
Designing CX for the New Exceptional
Look beyond the new normal and reimagine your CX model for the new exceptional.
Customer Journey Management: The Essential Guide for CX Professionals
Nurture customers along each unique journey with real-time engagement.
