Improving customer experience and loyalty are key for driving down churn and reducing the volume of calls in to customer care, and maximising profit.
It is easy to monitor, respond and track every important moment along the customer journey with valuable customer feedback through this application. The process is completed by collecting customer data from all possible touchpoints, through powerful text analysis and predictive intelligence, identifying key drivers of customer experience and following up with customers with close-the-loop feedback.
To utilize this massive amount of information, an effective and modern customer experience management tool is required. Cardinality provides that platform and channelizes the data for meaningful answers to questions raised by service operations and customer care centres in order to optimize the telco customer experience.
Managing the customer experience and understanding the customers’ journey is crucial for building a brand, gaining loyalty, advocacy and retention. The application uses a system which leverages a common framework for maximum reusability and extensibility.