Increasingly, businesses today are being forced to shift their customer engagement strategy in response to rapidly changing consumer behaviour and the compelling move to digital platforms. To be able to respond and make better, faster decisions, business need a clear view of their decision-making strategies and the ability to apply risk analytics, strategy improvements, automation and advanced analytics. Often, organisations mistakenly believe that issues with data are holding them back from embracing a customer-centric approach. Yet myriad examples prove that businesses can reap the benefits through centralised decisions and demonstrate real business impact without “fixing” the data.
Actual Experience Plc (LON:ACT) analytics provide the digital Voice of the Customer. This is a real-time, data-driven view of what end users would say about the quality of a company’s digital products and services, and why. Our customers can analyse everything that impacts the experience quality in their digital supply chains, for any service, type of user or the Internet of Things. It gives them complete transparency from the point of provision to the point of use and whether inside or outside their business’s control. The insights can be used to make continuous improvements to their business performance.