Actionable Customer Experience Insights with Analytics

Featured Industry: Publishing

A leading publisher of major periodicals with more than 2.6 million subscribers anticipated their focus on digital and mobile due to declining print subscriber revenue.

Solutions Utilized

The opportunity

The client aimed to improve customer experience by making quick decisions based on the Voice of the Customer. Their existing manual processes and disparate data sources caused delays and limited insights. After connecting with Sitel Insights, they were able to see actionable insights via integrated customer journeys and interactive visualizations.


Our solution

Sitel Insights implemented Big Data integration and voice-to-text analytics to identify root causes of customer dissatisfaction, assess high volumes of customer interaction data and feedback and classify and disseminate the customer feedback.

Client's Objectives

  • Understand customer needs and pain points
  • Reduce time to classify and disseminate customer feedback
  • Improve insights into customer-loyalty drivers

Services Provided

  • Automated voice and text categorization of customer feedback – eliminating manual classifications
  • Mapped customer journeys, i.e., contact reasons, repeat calls, escalations, survey scores, sentiment and call recordings
  • Developed interactive visualizations for executives to view insights by product, customer and topic – replacing manual reports

The results

$40K annual savings in time and cost through automation
Produced in 24 hours compared to seven days
Improved customer experience by identifying chronic issues and high-risk customers
Expected ROI in NPS, churn reduction, FCR and call deflection

annual savings

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