Success Stories

Boost Your Upsell and Referrals through Improved Customer Experience

Alexandra-Emily Kokova
Over the last decade Net Promoter Score (NPS) and Customer Experience (CX) tracking metrics have become vital to measure impact. Most companies, whether product or services ones, have their internal CX teams responsible for tracking, analysing and improving CX scores. Though increasing the focus on CX and reducing attention on short-term financial results is a case, built by industry leaders, like NPS inventor Fred Reichheld, investors are hard to convince…
cx impact podcast - customer experience manager

Episode 5: Re-Energise Your CX Strategy

Alexandra-Emily Kokova
Your CX Program Needs a Fresh Perspective CX programs sometimes fail. The worst thing a CX leader can do in such situation is give up. Typically, when a customer experience initiative is not performing well enough, there are multiple ways to determine whether to continue further and workarounds to fill-in the gap before a crisis happens. In this episode of the CX Impact Podcast, we talk about what are the…

Heidelberg Cement Accelerated its Customer-Centric Transformation Journey on 38 Markets with GemSeek‘s CX Platform

Alexandra-Emily Kokova
2,000+ successful improvement initiatives inspired by customer feedback 70% response rate 100% close the loop rate The business problem HeidelbergCement is one of the world’s largest building materials companies and a pioneer of customer experience management in the heavy industry sector. The company started its CX transformation journey back in 2013 with 3 key strategic objectives: Drive customer-centric culture by involving all levels of the organisation –customer-facing departments, operations and…

Predicting potential brand advocates in telecommunications

admin
14% uplift of referral-based acquisition since the launch of the programme. 8 weeks from data diagnostics to the first list of potential brand advocates among clients 10 000 pieces of user-generated content analysed additionally to understand why and when customers share good experiences The Business Problem Our client, a mobile network provider in Northern Europe, was facing the widespread challenge of slowing growth and rising acquisition costs. New entrants to…

Increasing insurance customers’ lifetime value with predictive upsell analytics

admin
8 weeks from diagnostics to model deployment and first results 28% increase of upsell success rate after the first 6 months 90% of customers likely to buy more Are precisely identified due to the high accuracy of the model​ The Business Problem A major British insurance company was facing a less than satisfactory upsell rate for their automotive insurance customers. Our Task We were tasked to come up with a…

Reducing mobile operator customers churn by 34% with predictive analytics

admin
500% ROI Of the customer rescue program in the 1st year after implementation​ 34% reduction Of the customer rescue program in the 1st year after implementation​ 92% of superdetractors Are precisely identified due to the high accuracy of the model​ The business problem UPC Switzerland, part of Liberty Global, had set up a successful customer rescue program. Call centre operators called proactively customers who had evaluated their satisfaction with the…