Customer Journey Analytics

We bring in a proven blend of techniques and disciplines that helps organizations connect journey patterns to eventual outcomes to drive action. Our expertise lies in leveraging the data you already have, to identify critical touchpoints throughout a customer’s journey with your brand that have the highest potential to satisfy or frustrate. We do so by combining data not only from customer interactions but actual work events that may happen in the background to support customers to get a full picture and a broader perspective. We use these insights to provide specific solution guidance to protect the positive influencers while lessening the negative aspects, resulting in happier customers and internal cost-savings.

Customer-Centric
Process Excellence Program

Improving customer satisfaction and retention using Customer Journey Analytics

Our Approach

We deliver tailored solutions by bringing key functions together to produce a holistic view of the process and provide actionable insights using process mining and customer analytics. This enables a beginning-to-end view of the customer’s journey with the ability to drill deeper into specific areas to improve the overall customer experience. We do so, using:

Use Cases

Customer Acquisition and Onboarding Processes

Renewals / Cancellations

Clinical Care Pathways

Case Study

Delivering a Better Customer Experience

Objective

  • Connect and organize data to visualize a customer’s renewal journey
  • Link journey patterns to key outcomes and identify opportunities for improving customer experience and operational performance
  • Quantify such opportunities in order to optimize the customer experience.

Approach

  • Map the customer’s renewal journey and create journey windows for analysis
    • – Define a clear start for a renewal journey
    • – Mark the end of a renewal journey
  • Create meaningful end outcomes using customer interaction data, for benchmarking, example
    • – Successful Renewals: if the policy is renewed and continues uninterrupted
    • – Renewals with Reinstatement: where a renewal of the same policy is completed only after a reinstatement during the Renewal Journey observation window
    • – Cancelled: No policy continues past the end of the renewal journey observation window

Key Insights

Based on the insights and analysis of customer journey maps, here are the key drivers of reducing customer attrition in policy renewals:

  • Customer Retention Strategy :

    Promptly responding to customer requests and resolving customer needs in just 1 interaction leads to a more satisfied customer and decreases attrition and operational costs substantially.

  • Cross – Upsell Strategy :

    Identifying high risk Customers and engaging with them with more purpose. Mono-line (Auto only) customers who renewed after price increase were good candidates for cross selling other products, such as Home, Condo coverage etc.

These strategies combined led to a 10% drop in attrition

Contact Us To Find Out More

Data science solutions that work for you

    • U.S Office
    • India Office

    New Jersey Office

    830 Morris Tpke, #401
    Short Hills, NJ 07078

    Connecticut Office

    2929 Fairfield Avenue
    Bridgeport, CT 06605

    Email

    info@cognitioanalytics.com
    hr@cognitioanalytics.com

    Call Us

    Ph: +1 201 616 8333
    Fax: +1 201 565 2806

    India Office

    1st Floor, Plot No. 81,
    Sector 44
    Gurgaon, Haryana 122003

    Email

    info@cognitioanalytics.com
    hr@cognitioanalytics.com

    Call Us

    Ph: +91- 124 6256700