For years, SANDSIV’s pioneering sandsiv+ customer experience management (CXM) platform has helped companies understand their customers. Now it brings that understanding to the heart of business operations with VOC CI, the Customer Intelligence (CI) application available now as an add-on for sandsiv+.
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Companies have long recognized the central importance of understanding and tracking market trends and changing consumer behaviour to identify both opportunities and threats relating to existing or new products or services they offer. But many businesses find it difficult to quantify the benefits of CXM and associate them with standard KPIs.
VOC CI bridges that gap by joining internal information traditionally reserved for business intelligence (BI) platforms with the wealth of market and consumer-related information generated by sandsiv+.
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The result is a comprehensive and minutely detailed view of how sentiment about a particular product or subject matter within a specific geographic area or a segment of a company’s own customers affect not only KPIs and ROI but broader qualitative issues such as corporate reputation, and how every single customer-facing or market-orientated initiative affects the metrics companies use to measure performance.
Its AI-powered analytics engine provides the same detailed, granular insights and accurate, actionable projections that corporate users have come to expect from sandsiv+, but in a way that speaks directly and responsively to internal operations, company strategy as well as corporate messaging. All this crucial data is presented in a series of flexible, detailed dashboards powered by Elasticsearch’s distributed, RESTful search and analytics engine.
CI is the logical next step in the evolution of CXM, notes SANDSIV Head of Analytics, Francois Protopapa: “Companies want to know what works, what doesn’t, and what can be improved.” he observes. “With sandsiv+ providing unparalleled insights into the Voice of the Customer (VoC), we felt it was time to integrate CXM more completely into standard business operations. KPIs can tell a business how it is performing in the present, and CXM can reveal opportunities for future growth or adjustments to corporate strategies in a way that no internal measure can. To make the wisest, most profitable decisions, companies need a single comprehensive view of internal performance measures and the external factors that affect them. That view is available for the first time through VOC CI.”