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Solutions 2023 - Citizen Experience -
Data Diagnostics
Delivering fantastic customer experience (CX) has become more important than ever to organisations after the pandemic, with 86% of consumers revealing that they would pay more for a brand delivering great customer experience.
Our team of professional CX practitioners have worked across a range of industries for customers of all sizes to deliver real, tangible benefits to both the organisations and the clients they serve.
On this page we want to show you the role that data plays in our transformation consultancy and the steps we take to get insights from your data.
Why Understanding Data is Important for Customer Experience
In every project that we deliver, we follow a five-step data diagnostic process that allows us to map your customer journeys and identify possible causes of pain points.
Getting to the root cause of customer pain is essential to delivering an effective long-term solution and we use data to achieve this.
Data allows us to identify potential issues in the customer journey, which form the basis of initial focus of our on-site observations. Combining the two activities allows us to identify, quantify and validate the true root cause of issues which could be people, process or technology.
Just 39% of executives believe their organisations manage data as an asset, and even fewer (24%) view their companies as being data-driven. A 2021 survey, also found that just 13% of executives believe their organisations are delivering on their data strategy.
2021 study by NewVantage
Our Five Step Data Diagnostic Approach
Define the Problem & End-Goal
Before we start our data analysis, we need to understand the challenges you are facing and the outcome that you want to achieve through the CX transformation. This could be as simple as reducing call handle time, but having a clear understanding of the problems you're having will allow us to refine our data analysis.
Data Request
We request a tailored set of data, to support our analysis, that should be transferred to us and stored securely using your specific protocols that will meet our ISO27001 management system, in line with your specific needs and requirements.
Process Data
Once the data is received, we establish volume of records, check each field within the data set to identify anything erroneous. Does the data received help support what we are looking to solve (step 1). This may result in either re defining the problem statement or additional data being requested.
Data Analysis
Our data analysts dive into the data applying extensive industry specific knowledge and layering the different data sets to identify possible root causes.
Visualisation
The outputs of the analysis are presented in an accessible, easily digestible interactive format and the areas driving highest customer effort and pain are called out. This is played back to the CX service design team ahead of final agreement of the focus of the onsite activity to add an additional lens and deeper understanding to the findings and contribute to possible causes. Any additional areas of further analysis are also identified ahead of customer playback.
Why Work With FourNet to Transform Your CX
Our team of professional CX practitioners have worked across a range of industries for clients of all sizes to deliver real, tangible benefits to both the organisations and the clients they serve. Most recently implementing real time voice analytics technology to deliver call handling time efficiencies, automation of the quality monitoring framework on the spoken elements of the call, increases sales, but most importantly supporting vulnerable customers.
Book a Free Data Diagnostic
Enter your details here and we will be in touch to kick off your data diagnosis.
