CX Issues Management

Recognize insights, enable quick reaction, let all stakeholders learn from qualified feedback

With cx/omni CX Issues Management, you translate insights into specific recommendations for action. This allows you to turn insights gained through customer journey analysis, customer journey mapping, or real-time feedback into actions: actionable insights.

Consequently, you ensure that responsible departments or temporary project teams adopt the knowledge gained and utilize it in their own processes.

In particular, you address the following questions:

  • Which pain points can be eliminated by fast and unbureaucratic measures?
  • How can we learn from complaints for the future?
  • How can we “share” insights not just as a snapshot, but in a sustainable manner in the organization and track its status?
  • Which questions arise for the market research or the discussion with focus customer groups?
  • Which system requirements arise for the introduction of a new software system?
  • And above all, how can the findings be merged into a common case management system?

In particular, with the cx/omni Issues Management, you establish the connection to your case management.

Eventually, the insights gained can be clustered and evaluated in the form of a Difficulty Impact Matrix. For example based on relevance, frequency, impact on trademark rules, difficulty of implementation, investment needs, etc.

“I’d like to quickly assign real-time feedback to our cases and provide qualified feedback (Customer Voices) as a knowledge base for everyone.”

Kim, Manager Customer Retention

BENEFITS

  • Manage and track specific issues
  • Structure issues according to your own criteria (e.g., tasks, pain points, system requirements, customer voices)
  • Transform open customer concerns from qualified answers to your feedback surveys directly into issues – for example, via xls export or API to your service center system
  • Structure insights from Journey Analytics or open responses to feedback surveys into tasks for involved stakeholders (departments or projects)
  • Collect recurring painpoints as “Customer Voices” (CX Knowledge Base)
  • Prioritize issues in a Difficulty Impact Matrix