Digital Mission

Empathy @ Scale

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Empathy @ Scale Customer Satisfaction

Customer Satisfaction Measurement

Current Situation

Customer satisfaction is self-reported using online surveys, but it often is plagued by selection bias, survey fatigue, a lack of understanding of why the customer acted, and being reactive long after the interaction.

Goals and Objectives

Enable real-time customer satisfaction analysis, and adjust real-time customer engagement based upon satisfaction analysis to meet the customers’ expectations.

Technology Deployed

AI, big data, customer analytics, customer intelligence platforms, dynamic data collection, predictive models, dynamic digital assent management, and content placement

Use Case Summary

An understanding of the level of customer satisfaction with a product, service, and/or the overall experience provided by a brand is digitally enabled.

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