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Cx And Customer Voice Based Testing

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Overview

Using Voice of Customer (VoC) analytics to identify the user stories to prioritize and address as part of our Digital Quality Assurance (DQA) platforms.

Challenges

Social Media Insights into user/consumer interactions relevant to completing critical business processes or other transactions
Understand capabilities of Client Digital experience and provide As-Is view of journeys for their users and its impact on there customer experience. This will be further be strengthened by experience journey breakdown and Gap analysis.
Show Customer Impact by Platform, Device, Application Journey, Product/feature and demographics
QualityKiosk will provide analysis of the user experience threads including critical journey on similar apps including Competitive benchmarking landscape analysis. This analysis will provide insights into the channels wise performance metrics as well as user experience feedback analytics.

Our Key Strategies

OUTSIDE - IN
Social Media Insights into user/consumer interactions relevant to completing critical business processes or other transactions
INSIDE-OUT
Social Media Insights into user/consumer interactions relevant to completing critical business processes or other transactions
INSIDE-OUT

Show Customer Impact by Platform, Device, Application Journey, Product/feature and demographics

Successful Outcomes

100%
PROACTIVE DEFINITION OF REAL USER IMPACT AND REPORTING
--
CUSTOMER EVENT ON SOCIAL MEDIA IS MISSED TO BE ANALYZED BY OPERATIONAL AND DEVELOPMENT OWNERS
15%
IMPROVEMENT IN NPS – NET PROMOTER SCORE FOR THAT APPLICATION / BUSINESS UNIT

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