FEATURES
Customer AI Software
FEATURES
Generative CX Analytics
Generate predictive analytics for 100% of your customers everyday –whether they answer your surveys or not. Get NPS® and CSAT on all parts of the experience, continually throughout the customer lifecycle.
The Power of Data-Driven Strategy
Listen to our CX Iconoclast Podcast. In This episode we discuss a range of topics including the power of data-driven strategy and advances in machine learning on CX with Erik Brynjolfsson Director of the Stanford Digital Economy Lab, and Author of Machine Platform Crowd.
Erik Brynjolfsson
Director
Stanford Digital Economy Lab
FEATURES
Customer Health
The health of your customers depends on a diffuse set of variables and experiences. Customer AI generates data-driven Health Scores that weigh the relative impact of underlying experiences and operational metrics you collect in systems throughout your business today.
Using OCX Cognition for Customer Health at Omnicell
“. . . In the past, our Customer Success team weighted operational KPIs based on a “healthy customer” formula of their own creation for our top 300 accounts. Today, using Customer AI from, we can see a data-driven health scores for over 10,000 accounts and the KPIs that are driving them. . . .”
Brenda Barry
Vice President CX Strategy, Omnicell
FEATURES
Driver Analytics
Because Customer AI generates analytics from the data collected throughout the customer experience, all scores are automatically attributable to the underlying operational metrics that are driving them.
Drivers of Overall NPS
Start by examining the relative impact each stage in the customer experience has upon overall attitudes.
CSAT Drivers at Each Stage
Next, break down each stage of the customer experience into parts, and measure the relative impact of each part on attitudes about that stage.
Operational Metrics
Finally, examine the relative impact of each operational metric on each part, of each stage to and target the metrics that impact your customers the most.
FEATURES
Generative AI Stories
Faster time to insight is critical to driving adoption and engagement for any customer analytics program. The OCX Cognition platform includes Generative AI services that transform customer analytics into user-friendly narratives that reduce the difficulty of decoding complex analytics.
FEATURES
Propensity to Renew
For business that rely on re-purchase or renewal, Customer AI provides Propensity to Renew analytics that uncover risks and opportunities in the business that you might not otherwise see.
Using Data to Improve Net Retention at Conga
“. . . by leveraging Customer AI for our program, we gain deep insights into our customers’ behaviors, preferences, and sentiments. . . Here at Conga, we embrace metrics like Net Promoter Score® (NPS®), Customer Satisfaction (CSAT), and Propensity to Renew, Now we can refresh these metrics each week and connect them directly with underlying operational KPIs . . .”
Chris Bishop
Chief Customer Officer, Conga
FEATURES
Net Recurring Revenue
Businesses that measure Net Recurring Revenue (NRR) depend on forecasts that often rely solely on the perspectives from their teams. Customer AI can help with predictive NRR analytics for your customers, segments and businesses.
NEW FEATURE
Prescriptive Analytics
Sometimes you want to go beyond the analytics to take action.
Customer AI now features prescriptive analytics that interpret your data to generate recommendations or events.
Next Best Action
Use Generative AI to interpret customer analytics and generate easy-to-read next best action narratives or playbooks for success teams.
Next Best Offer
Segment customers by experiences and attitudes to target expansion opportunities and analyze the best performing offers to make.
Use APIs to Trigger Events
Target events using data conditions or customer segments that generate automated actions on marketing or success platforms.
Questions?
success@ocxcognition.com
SOLUTIONS