The customer's 'journey' is characterised
by the contact points - touchpoints -
set up by the company to optimise
the customer experience: point of sale,
advertising, digital services,
salespeople, the product itself.
Today, digital touchpoints, which imply
a direct and interactive relationship
with the company for the customer,
such as voice channels, the web,
mobile apps, e-mail, SMS,
are becoming increasingly relevant.
Optimising digital touchpoints
is therefore a goal
of primary and absolute importance
for the company in order to guarantee
a truly effective and top-quality
user experience.
Customer Experience Assessment is a professional services solution for the qualitative and quantitative verification of the customer experience and, in particular, of the digital touchpoints set up by the company.
The aim is to provide proposals for improvement and optimisation based on an objective and subjective assessment of the following aspects:
QUALITY AND EFFECTIVENESS
of content and modes of interaction
CONSISTENCY
of digital touchpoints on different channels
CHOICE OF TECHNOLOGIES
functional to the desired interactive experience.
Our experts at the AlliumTech Customer Experience Competence Centre - a group of professionals with significant expertise and consulting experience in voice and multichannel interaction and in the use of digital technologies in Human/Not-Human contexts - apply a rigorous and time-tested methodology to each case.
Scenario definition and customised parameters: quantity, hours (also 7x24) and possible multilingualism.
Digital touchpoints test in end-user test mode and on the basis of a mix of objective and subjective parameters.
Document summarising the results of the evaluation with proposals for improvement and optimisation.
Possible project developments of the activity concern the integration of concepts, professional services and Artificial Intelligence and Business Intelligence solutions to support the continuous improvement of the customer experience.
Creation and revisitation of audio messaging used by touchpoints.
Training of Machine Learning processes from user experience database.
Experimentation and prototyping of speech or multichannel language models.
Correlation of data streams from customer communication systems for processing BI KPIs.
