Case study: Integrated monitoring of Customer Experience for a global BPO service provider

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About the Client

The client is one of the world’s leading ($1.7 billion in annual revenue) outsourcing providers of customer experience management based in US.

Business Context/Challenge

The objective of the engagement was to enable transparency across regions and business functions through real time operational dashboards with Global Standardization and Regional Specifications. The client was looking for an Data Science partner to build comprehensive technology stack aimed at delivering enhanced real time insights.

BRIDGEi2i Solution

BRIDGEi2i approached the challenge by analyzing data about sales win/loss, history, tactics, and marketing investments across media, events, digital channels, partner performance, channel strategies, and people investments to predict the customer’s battlegrounds of the future.

Data Layer

  • BRIDGEi2i developed a central data lake that could ingest data from multiple customer experience touchpoints.
  • Storage of all data assets were centralized to ensure one view of complete data points for key operational metrics
  • An exercise for global standardization of financial & efficiency KPIs was conducted followed by regional customization of effectiveness KPIs & people measures

Learning Layer

BRIDGEi2i’s team of Data Scientists AI Labs’ machine learning experts built robust Analytics widgets and custom predictive models to help the clients to solve Global Standardization and Regional Specifications. BRIDGEi2i’s proprietary AI accelerators built by AI Labs were leveraged to develop a customized ‘Text categorization sentiment scoring’ tool that provides survey insights and recommendations for actions.

AI Accelerators

BRIDGEi2i’s consulting team and experts from AI labs deployed the Watch Tower solution in the client environment. The solution automated insight generation from text and voice data and provided a voice assistant for better engagement with the CRM.

Business Impact

5% increase in end-customer retention

Single source-of-truth by consolidating all the independent and disjoint reports

Enabled real-time intervention for operations coaches to through insights delivered on handheld devices

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Increase in End-Customer Retention