Use Case: Customer Experience

Job Function: Head of CX

Use McKinsey’s AVA solution connecting audio conversation data from the customers environment into the AVA analytics environment and the customers analytics environment.

• Create predictive NPS measures for every interaction

• Track and remediate episodic NPS align to customer journeys

• Drive more targeted CX remediation activities for conversation insights per interaction not post call surveys )skewed data)

• Measure and gain significant insights into channel rub

• Use conversation insights to accelerate automation via RPA activities

• Compare product, channel and episode experience by real customer insights

• Get true root cause insights into customer effort, buying friction, complaints management/remediation/prevention

• Reduce Average Handle time aligned to customer effort