AI-Powered Insight Ecosystem

The prominent methods for monitoring customer behavior and journey include Voice of Customer Analytics, Sentiment Analytics, and AI-assisted Analytics. These data-driven methods enable businesses to measure and monitor customer behavior against specific parameters on a scale of 1 to 10. Assessment instruments are administered at different stages of the customer journey to generate data about the customer sentiment that is further analyzed by using different analytics methods.

AI-assisted Analytics uses algorithms to analyze humongous data sets that assess customer responses across different parameters to generate a reading about customer sentiment. It also normalizes readings for a particular brand, product, or service across a particular customer persona. AI-assisted Analytics reduces turnaround time from days to hours and hours to minutes.

Voice of the Customer or VoC is the customer’s opinion or sentiment after a long-term use of a particular product or service. VoC is unique to a particular customer. However, it can be normalized across certain personas over particular demographics while using a particular product or service. If the normalized VoC is negative on particular parameters it indicates an immediate action on the part of the business.

Data-driven Analytics analyzes humongous amounts of data sets that are collected at particular junctures of customer journey for thousands of customers. It clearly brings out customer sentiment that can be systematically addressed by the business to improve Customer Experience in using a product or a service over a period of time. Data-driven Analytics plays a pivotal role in Customer Experience Management.