cognitio analytics

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:

Customer journey maps are pictorial representations of customer touchpoints with your company, and they provide insights into the business process through the eyes of the customer. These maps utilize the data embedded in operational systems to reveal key moments of truth across the customer’s interactions with your brand and how these interactions relate to each other.

Customer journey maps are pictorial representations of customer touchpoints with your company, and they provide insights into the business process through the eyes of the customer. These maps utilize the data embedded in operational systems to reveal key moments of truth across the customer’s interactions with your brand and how these interactions relate to each other.

By tracking the experiences in relation to each other as well as independently, the fulness of the customer journey can be analyzed and optimized across the range of key touch points.

Use Cases

Customer Acquisition and Onboarding Processes

Renewals / Cancellations

Renewals / Cancellations

Case Study
Delivering a Better Customer Experience

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