The focus of the methodology is to overcome the traditional atomic processes and services analysis, aiming at evaluating the globality of the experience of the customer, taking into account all the factors that influence the customer perception, thereby identifying improvement possibilities that would not be reached with the currently used approaches.
We address this objective with the setup of a monitoring platform capable of offering to the management all the relevant information in a continuous way by integrating with all the probes on field.
Our platform enables the following functionalities:
• Integration with client company systems in order to acquire the data needed for the assessment of experience KPIs
• Management of the perceived quality probes (i.e. surveys) of the technical performed quality probes and of the socio-behavioral information (taken from the net through semantic elaborations) for the expected quality indicators.
We also provide a list of possible improvements in customer processes in order to enchance the customer experience and offer unforgettable experiences in selected cases.