The quality management systems and measurement of customer interactions and clients’ experiences have significantly evolved throughout the years. Nowadays, it is not enough with taking certain actions to ensure compliance of processes and policies, and then measuring customer satisfaction
In a current world in which clients interact with companies through multiple channels in a simultaneous way, where the quantity of information generated as a consequence of these interactions is exponential and companies must be capable of interpreting it and reacting in real time in order to gererate a distinguishing client experience, traditional tools are no longer enough to do so.
In IZO we’ve been leaders for more than 15 years in the measurement and management of client experience and helping all kinds of organizations to orient towards the client providing information for the attainment of business objectives through análisis and measurement tools.
The main tendencies and elements to be incorporated the companies’ client experience measurement systems are related to:
Big Data. Each day more information (data) is produced by people and devices. All this information is normally unstructured and so it is complex to make sense of it in order to make any decisión. Companies need to count on tools and the a suitable expertise to interpret and extract valuable information for the business.
Real Time. Immediacy and answer rapidity have become part of the essential elements to any company. Traditional models in which the capture, evaluation, analysis and improvement processes where performed in several weeks or even months, are no longer useful. Nowadays, companies need tools and measurement and quality & experience management services which are able to react in real time to client’s information.
IZO’s projects and services through our Analytical solutions help companies anticipating to challenges and tendencies, providing enterprises with valuable information regarding their clients’ experience and incorporating the most advanced tools to manage this information in an effective way.
Analytical solutions are a fundamental element to any client experience management system, which must count on the appropriate mechanisms for measurement and interactions’ control in the different channels, feedback and voice of the client’s capture and real time decisión making.