The Scope & Benefits OfInteraction Analytics

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CX Has Set New Standards

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The Bar Rises On CX Standards

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“We found that compared to detractors,

promoters are more than five times as

likely to repurchase from a company,

more than five times as likely to forgive a

company if it makes a mistake, more than

seven times as likely to try a new offering

shortly after its introduction, and that

they recommend the company to about

four times as many people”

Why This Matters

Getting harderto keep up

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The Gap

C o n t a c tC e n t r e s

O t h e rTo u c h P o i n t s

Service DesignSpeed of Innovation

Low Effort Engagement

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How Much Effort?

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How Much Effort?

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Understand Journeys?

10T h e S c o p e & B e n e f i t s O f I n t e r a c t i o n A n a l y t i c s© Brainfood Consulting 2016

Remains Inconsistent

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Understand Preferences?

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Channel Multiply, Seldom Die

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Priority = Consistency

Unified Channel Mgt Granular Journey Maps

Cross Functional VoC

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Need A Feedback Loop

C o n t a c tC e n t r e s

O t h e rTo u c h P o i n t s

WhatMatters

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C o n t a c tC e n t r e s

O t h e rTo u c h P o i n t s

WhatNeedsFixing

Need A Feedback Loop

u p s t r e a m d o w n s t r e a m

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“Has my claim been accepted ?”

u p s t r e a m

LitigationComplaint2+ TimeResolution

MultipleTransfers

1st timeresolution

d o w n s t r e a m

InboundSituation

Is Recognised

OutboundNeed

is anticipated

Need isremoved

A Typical Example

u p s t r e a m d o w n s t r e a m

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1. Need to phone and find out2. Automated, instant confirmations triggered

at each stage of claims workflow

u p s t r e a m

LitigationComplaint2+ TimeResolution

MultipleTransfers

1st timeresolution

d o w n s t r e a m

InboundSituation

Is Recognised

OutboundNeed

is anticipated

Need isremoved

A Typical Example

Legacy MI remainsblind to customer experience

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Where Can Analytics Add Value?

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Performance & Quality

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Compliance

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Demand Failure

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Omni-Channel Optimisation

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Service Design

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Voice Of The Customer

u p s t r e a m d o w n s t r e a m

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