Struggling to understand your customers' needs? We can help.
Integrating the "Voice of Your Customer"
Based on more than 35 years of experience, we know the value of integrating customer insights into business strategy. Capturing and applying the "voice of the customer" to help fuel corporate initiatives is more important now than ever before. As the profile of the new consumer continues to evolve, companies need up-to-the-minute insight into customer requirements, expectations, and perceptions to stay ahead. Our multichannel research framework integrates myriad sources of the customer voice and includes technologies such as speech, text, mobile device and social media to create a single, holistic view.
Our Portfolio of Solutions Includes::
Our Portfolio of Solutions Includes
Point-Of-Service Evaluation (POSE) is Convergys' proprietary post-contact survey solution that measures and improves customer effort within, and across, contact channels. POSE delivers multi-method surveying, proactive churn intervention, tiered real-time reporting, advanced analytics and quarterly deep-dive readouts. Text mining and social media augmentation also are available.
Relational Loyalty is a research tool that integrates with statistical modeling to enable organizations to see the holistic customer relationship. We help organizations generate ongoing improvements in customer experiences across all major business functions through continual process refinement using a structured feedback loop.
Segmentation looks beyond the statistically significant to uncover practically significant marketing insights. A robust and actionable segmentation plan spans the customer lifecycle and is the bedrock of successful customer experience management initiatives. Profiling analysis is employed to better identify unique characteristics.
