CUSTOMER EXPERIENCE MANAGEMENT
Gain market share by creating a superior customer experience
Creating a great experience is a complex task. CGI offers customer experience monitoring and management solutions that comprehensively manage your customers' cross-channel exposure and interaction with your company's brand, products and services.
- Monitor, manage and optimize the customer experience
- Understand customers' expectations of your services
- Understand user perceptions of your brand, products and services, and implement effective customer retention initiatives
- Gain unique insight into customer behavior and deliver an excellent customer experience across all touch points and processes.
- Radically decrease customer acquisition cost and improve your customer retention ratio
- Create efficient and appealing services across all customer touch points
- Clearly identify customers at any point of contact (Identicate® for telecommunications)
- Be alerted to unplanned events that reduce consumption of network services and hence, reduce revenue
- Perform timely diagnosis and resolution
- Offer number portability to help customers smoothly transition to your service.
CGI’s IP for customer experience management (CEM)
Drawing upon our experience and know-how, CGI has developed intellectual property in the following areas:
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Semantic search and discovery
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Behavior prediction models
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User experience modeling tools and methodologies
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Real-time customer experience monitoring
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Real-time customer identification
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