CX Analytics & Insights
Make the invisible, visible
Convert data into insight and insight into action.
From data to insight, and
insight to business value.
Imagine if you could integrate siloed data in a meaningful way to get a 360° view of thecustomer journey and understand customers needs and expectations. Along with enhanced customer insights, imagine if you could also improve employee insights to continuously optimise your business processes and outcomes. Our CX Analytics solutions make it possible because we know that all companies have data, it's the ones that know how to use it that gain a competitive advantage. We'll help you uncover insights about your customer and employee preferences and link those insights to business value by making them actionable and outcomes-driven.
Voice of Customer
Are you really listening to your customers?
You’re conversing with customers every day, and you’re asking them for feedback.Are you fully leveraging that customer data to improve experiences and drive business value? Our Voice of Customer solution analyses customer experiences for deeper insights and through automated machine learning we discover the trends, themes, interaction topics and root cause of customer issues. We apply this rich insight and to make improvements and create valuable business outcomes.
Do you really know your customers?
Gaining a deeper understanding of the customer journey is critical to enablingbetter customer service interactions and overall experience. It allows you to retain them and grow their value over time. Our Customer Insights solution generates key insights on customers’ present and future attributes, behaviours, and values, at both an individual, household and segment level.
Are you getting the most out of your teams?
Understanding your employees is just as important as understanding yourcustomers. Identifying strengths and areas for improvement within your people will ensure you are getting the most potential from your current teams and investments. Our Employee Insight solutions examine the hiring, training, and overall performance of employees to inspire the best performance from your workforce.
Effective operations drive improved CX
To improve CX and keep your business running smoothly you need completevisibility over all operations and be continuously optimising systems and processes. Our Operational Insight solutions apply advanced analytics real-time to drive efficiencies across your entire organisation and address constantly evolving business needs.
Humanify® Insights Platform
Amazing interactions, powered by insights
Most businesses don’t have the necessary platforms to integrate siloed datain a meaningful way. In addition, they don’t have the talent or analytics capabilities to harvest the insights needed to customize and enhance interactions. Our Humanify Insights Platform integrates customer data to unlock actionable insights. Unlock a 360° view of your customers and deliver personalised experiences at scale.
See how we apply CX analytics to reducecost and improve customer experience.
ABC Services wants to radically reduce call volume to its contact centres.
Ask Why: The Secret to TurbochargingContact Centre Performance
Gain insight into how new customer and channel challenges will In this strategy guide learn impact the customer experience and learn how contact centre data can help drive financial outcomes. how answering the “why” questions hidden in your contact centre data will help you create actionable customer insights.Get the strategy guide See more resources
Become data-driven to create
a competitive advantage.
Our CX Analytics team will help you use advancedanalytics to create actionable insights.