Connect Journey Touchpoints and Moments in Time
Unify input across stages in customer journeys to view the spectrum of customer experiences.
Listen and Act on Customer Feedback – Everywhere They Are
Then use AI and analytics to uncover blind spots with journey based customer experience insights.
Uncover Opportunities to Improve Service
Self-service, adaptable insights reveal the improvements that will matter most, from the enterprise-wide view do to individual customer journeys.
Journey Based
Insights
Many companies have adopted multiple systems for gathering customer feedback, primarily focused on individual touchpoints and individual moments in time that form customer impressions. Because of this, many organizations have blind spots about the overall quality of customer journeys and opportunities to make changes that will matter most to impact customer satisfaction and churn.
Customers work with NICE Satmetrix to connect disparate VOC programs using our best practices customer journey based program framework and services – backed by our NPS® methodology and expertise.
Organizations leverage interpretive and predictive insights in real-time with omnichannel AI-enabled analytics at the journey level, interaction level, and behavioral level.
Customer journey maps and visualizations provide drill-downs and easy ad hoc searches identify interaction methods customers have used, what they are trying to achieve, and the quality of their journeys. Analysts can quickly zoom from a macro level of all of customer journeys to individual level journeys.
Identity-mapping connects interactions from multiple interaction channels, across traditional, digital, and operational touchpoints. Data is synchronized with direct VOC feedback to understand pain points and moments of truth.
From a single reference source, it’s easy to identify bottlenecks, pinpoint areas for improvements, and uncover opportunities to improve self-service.
As a result, you are empowered to compare, understand, and act upon the diversity of customer experiences throughout customer journeys:
Connect touchpoints and moments in time for deeper customer experience insights
Share data internally with less effort across journey touchpoints
Understand customer pain points and moments of truth
“Customer service shouldn’t just be a department, it should be the entire company.”
– Tony Hsieh, Founder and former CEO of Zappos
NICE Satmetrix for Journey Optimization
NICE Satmetrix is a self-service platform, and also incorporates best practices into libraries of validated survey questions, journey based analytics, role based dashboards, and role based closed loop action workflows.
With NICE Satmetrix, self-service doesn’t mean you are on your own. We offer Experience Consulting experts to help you apply best practices to help you improve customer journeys. As a result, you shorten time to value and maximize the return on your investment.