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CustVox Methodology Framework - v1 2

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In reality, managing customer experience is not difficult. CEM is made difficult because a business lacks a system for collecting and managing this information in a structured fashion. …

In reality, managing customer experience is not difficult. CEM is made difficult because a business lacks a system for collecting and managing this information in a structured fashion.

The CustVox Customer Experience Management solution is based on a simple standard "Customer Experience Conceptual Framework", allowing organizations to understand why, when and how to solicit feedback and what to do when it is received.

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  • 1. CustVoxMethodology Framework
  • 2. 1
    2
    3
    4
    5
    Capture
    Analyze
    Integrate
    Improve
    Measure
    CEM Methodology
  • 3. Enable your customer to interact with you…
    Whenever, wherever and however he wants!
    Capture
    Call Centre
    Email Contact
    Shop
    Customer Visit
    Website
    Social Network
    Enable your company to capture the voice of its customer in real time.
  • 4. CustVox offers an easy-to-use, multi-language application with multi and cross channel capabilities
    The voice of the customer is captured 24 / 7/ 365 from any available channel in real time and stored into a central repository for analysis…
  • 5. Analyze
    Allowing real-time analysis of:
    Customer satisfaction level
    1
    Important drivers of satisfaction and dissatisfaction
    2
  • 6. CustVox offers state of the art technologies to:
    Mine & analyze unstructured information
    Segment demo and psychographics
    Generate reports and triggers to gain insight
    Detect the importance of the information and understand drivers of satisfaction / dissatisfaction
    1
    2
    3
    4
  • 7. 1
    Integrate analytic findings into your organization
    Integrate
    2
    Avoid analytic paralysis and make the findings immediately usable and actionable
  • 8. CustVox offers:
    A Service-Oriented Architecture for easy integration in existing IT systems
    Software as a Service for quick deployment, flexibility and cost effectiveness
    1
    2
    CustVoxdelivers:
    The right information, to the right people, at the right time.
  • 9. Improve
    Increase retention and loyalty
    Reduce churn and costs
    Discover new revenue streams
    Improve processes
    1
    2
    3
    4
  • 10. CustVox helps your company to:
    “Close the loop”: listen, act and communicate back on a 1:1 basis
    Improve your organization’s structures and processes
    1
    2
    • Supports improvement programs resolving structural issues
    • 11. Provides valuable insight into improvements to enhance the customer experience and increase loyalty
    • 12. Helps discover and prioritize issues that lead to a decrease in customer satisfaction and consequently, loyalty.
  • Measure
    You can’t manage what you can’t measure!
    Enable real-time evaluations at the ‘moment of truth’.
    1
    Measure KPIs, 6 Sigma, NPS, Norton/Kaplan Balance Score Card, etc.
    2
    Measure improvements in efficiency and value created.
    3
  • 13. CustVox offers:
    Unique and user-friendly customer experience dashboard with personalized KPI integration
    Real-time reports on touch point performance
    Real-time report on product satisfaction
    Real-time report on product experience
    1
    2
    3
    4
  • 14. Capture
    Analyze
    Measure
    Integrate
    Improve
    CustVox lets your customers drive.