The biggest misconception in CX is that most mentioned topics are most important. Even comparing frequencies among Promoters vs. Detractors only produces spurious correlations.
What it needs is proper modeling to…
size the true impact of actions.
Our award-winning causal machine learning technology doubles the predictive power of conventional modeling approaches.
Question: “Can we use our existing survey program or CX system and just use CX.AI’s intelligence and dashboard?”
Answer: Sure. This is a flexible solution that can be customized to your needs.
Question: Which languages does CX.AI support?
Answer: We support all major languages and many of the less common languages spoken in the world.
Question: Is there a minimum number of responses needed to feed the AI engine?
Answer: Not really. If you have just 100 responses, we will use a maximum of five content codes (driver categories). If we have more customer responses available, then we will develop a more elaborate codebook.
Question: Can we as a client give you input on which content categories are most important to us?
Answer: Definitely. We will leverage any suggestions that you can offer from past research or industry knowledge.
Question: We like to track multiple touchpoints, countries, and segments. Can CX.AI cope with this?
Answer: Yes. Any touchpoints, countries, segments or a combination of this get its own one-page dashboard. It depends on the sample size and the available budget if an own key driver model is set up for every split or a rather a higher level split is used.
Question: Can we use all the context information that we know about our customers (like age, gender, customer type, value, history, etc.) in the modeling?
Answer: Yes. This is available as part of a customized program.
Question: Does it also work in a B2B context?
Answer: Yes. B2B audiences can be very different. Often they have even higher response rates and give more details in an open-end question. In case they are resistant to answer, we probe for more elaboration. Research shows that with NPS-style surveys respondents truly enjoy answering. There is no better way of surveying a broad audience of customers.
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