CUSTOMER EXPERIENCE MANAGEMENT

• 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:

• Semantic search and discovery

• Behavior prediction models

• User experience modeling tools and methodologies

• Real-time customer experience monitoring

• Real-time customer identification

Related solutions

• CACS enterprise collections system

• CGI PragmaCAD mobile workforce management

• Eincent web-based commissions and channel management

• Identicate - identity and fraud management

• Intransit mobile roaming billing solution

• Strata enterprise

• Credit risk management

• Tapestry rating and billing system