Case study: Improved Customer Satisfaction for a Global Financial Information Provider

Business Context

The client, a global financial information provider, faces a high volume of customer interaction data and feedback coming in from many disparate systems in varying formats. The client wanted to measure customer satisfaction level, categorize key topics that customers are talking about and understand the sentiments. They also wanted to obtain actionable insights around drivers of repeat calls and customer cancellations.

How BRIDGEi2i Delivered Value?

BRIDGEi2i’s Customer Experience Watch Tower Solution helped the client identify trending topics as well as customer sentiment by topic, products/ subscriptions, customer type and customer spend. By identifying key drivers of customer sentiment, the client was able to design personalized customer experience strategies.

BRIDGEi2i worked with the client to increase customer sentiment by 10%!

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