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

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

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

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

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…