Data and Analytics
Unlock the power of your data to enable better decision making and improved business performance
From data strategy and data management through to prescriptive and predictive analytics to help you understand your customers and operations, turning data into actionable insight.
Services
Managing Costs
Demand forecasting
Narrow the gap between expected demand and actual demand to avoid the pitfalls of over- and under-resourcing
Customer Demand Analytics
Uncover and quantify the drivers of demand that can only be detected when multiple data sources are brought together, so you can create a permanent shift in non-value-add contact
Customer Journey Analytics
Create a true end to end vide of how your customer are interacting with you – with no blind spots – so you can make sound product and service decisions using all the facts
Improving Customer Value
Customer value management
Predict what individual customers do next, so you can deliver personalised services and offers to reduce dissatisfaction and churn, and grow share of wallet and loyalty
Optimising Customer Experience
Social listening
Turn the noise of social media into the clear voice of your customers and prospects, to give you the clues you need to win and retain business
Voice of the customer
Interpret conversation topics, sentiment and emotion of those customers who provide you with feedback – and even those who don’t – so you can target your resources to tackle emerging issues and intervene to resolve customer issues in the moment
Root cause analysis
Identify the hidden drivers of performance, so you can move beyond assumption and develop transformation plans with knowledge of how your efforts will move the dial
Underpinned by
Data management
Efficient and automated processing of data to support reporting and analytics, freeing up valuable time to derive insight and action, rather than wasting people effort on collation and manipulation of data
Operational dashboards
Present data in compelling, interactive visualisations, so your teams can self-serve insight and solve problems in real time
Unstructured data analysis
Detect small signals from the millions of words your customers and prospects are uttering every day, to better understand their needs
Predictive analytics
Leverage historic and current customer data to enable more accurate predictions of customer behaviour
Intelligent performance management
Use a data-driven approach to achieve outstanding operations. By revealing drivers of dissatisfaction you can provide your team with personalised coaching and metrics to motivate customer service success. Find out more about Achieve.
Revealing an airline’s hidden problems
A major airline wanted to find ways to serve their customers better and more cost effectively, but needed help to know where to start.
We created a demand management dashboard which highlighted for the key processes that were driving channel switching and high-cost repeat contact.
“The insight surfaced by the team has not only driven rapid and significant cost reduction, it’s also enabled us to deliver far better service to our customers”
Global Head of Change for Operations
£100k+ saved in operational costs by reducing handling time and repeat contact
£1m+ saved by changing policies to avoid abuse of process
Fewer customers forced to make multiple enquiries during a difficult experience