Microsoft Reduces Number of Complaints by 5% with Predictive Analytics
Historically at Microsoft’s crisis and escalation team, data was fractured across the business and extracting value to resolve issues was difficult. The team needed a way to combine customer information in order to predict problems before they occur. In this session, discover how advanced analytics, machine learning, and AI have given them the tools to streamline operations and enhance the customers’ experience.
Reduced the number of complaints and escalations by 5%
Eliminated the need for a tier 3 customer service department
Improved frontline response with VoC feedback
Streamlined processes with machine learning capabilities
Michelle Huenink, Director, Customer Service and Support, Microsoft
Melinda Ritchie, Business Program Manager, Microsoft
In the past, it took days to discover if customers were running into problems with their brand’s experience and by the time, the customers were long gone and subsequently, may never come back. In this session, discover how real-time feedback provides immediate insights into negative customer experiences to which, the team can work on an immediate solution for.
Achieved record breaking responses in a single day with Happy-or-Not taps
Increase feedback response rate by seven-fold with real-time feedback
Achieve an 80% index score with improvements that raise the bar on CX
Harnessing ‘Social Listening’ To Create Real-Time Action
The last thing you want is to develop a reputation for all the wrong reasons and therefore, it's vital to continuously track your brand's social media channels and look out for any red flags. In this session, discover how to use active social, survey, and digital listening to create real-time action, and provide customers with seamless experiences
Staying on track with your brand’s growth
Getting buy-in to for new innovative ideas
Proving ROI to gain further investment and scale new solutions
Loïc Guélon introduces CX Mapping to BNP Paribas
BNP Paribas realised that being able to offer the best products was not enough and the next big this was about offering the best customer experience. Starting with satisfaction parameters, Loic developed and introduced CX Mapping by collecting and analysing feedback which has now been replicated across the business.
Translating client feedback into business actions
Analysing unstructured data using in-house technology
Developing advocacy program to compliment feedback management