Customer satisfaction is self-reported through the use of online surveys, but often is plagued by selection bias, survey fatigue, lack of understanding of why the customer acted, and being reactive long after the interaction.
Goals and Objectives
Provide real-time understanding of customer satisfaction before, during, and after the interaction
AI, big data, customer analytics, customer intelligence platforms, dynamic data collection, predictive models, dynamic digital assent management and content placement.
Use Case Summary
Enable real-time customer satisfaction analysis and adjust real-time customer engagement based upon satisfaction analysis to meet the customers’ expectations.