CX Touchpoint Analytics
An End-to-End Solution for Leveraging Customer Insights
CX Touchpoint Analytics is an innovative solution for listening to customers across all touchpoints and understanding feedback, to help businesses make informed decisions on key metrics like brand health and sales. Whether you’re a Head of Digital or eCommerce, Brand / Marketing Officer, Customer Experience Officer, or Product Manager, the platform provides actionable insights that help businesses make data-driven decisions and find new opportunities for growth.
How CX Touchpoint Analytics Helps Businesses
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| Better Brand Health | Optimising Touchpoint Spends | Market Resilience | Trend Prediction | Protect Reputation |
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| Actionable insights to improve brand, customer experience, sales and operational efficiencies | Improve marketing effectiveness by optimising media spends across media channels and brand touchpoints. | Find new opportunities to grow profitably in a recessionary market. |
AI-powered Auto-prediction of product returns, discount or new trends basis feedback in near real-time |
Identify adverse events and address potential reputation risks before catastrophic damage |
| Better Brand Health |
Actionable insights to improve brand, customer experience, sales and operational efficiencies. |
|---|---|
| Optimising Touchpoint Spends | Improve marketing effectiveness by optimising media spends across media channels and brand touchpoints. |
| Market Resilience |
Find new opportunities to grow profitably in a recessionary market. |
| Trend Prediction |
AI-powered Auto-prediction of product returns, discount or new trends basis feedback in near real-time |
| Protect Reputation |
Identify adverse events and address potential reputation risks before catastrophic damage |
Customer Experience Matters for Acquiring, Retaining and Expanding Customer Base
A customer journey encompasses the end-to-end experience a customer has with an organization across various channels, devices, and touchpoints. To improve customer experience, businesses have to listen, internalize and understand customer conversations and interactions about their brand, products, services, competition, and category. This helps create ‘Wow’ experiences for customers, exceeding their expectations when they receive a product/service, and being perceived as better than the competition, ultimately leading to customer loyalty and increased sales. This is where CX Touchpoint Analytics comes into play!
However, there are some challenges in customer experience that affects the process of understanding customer needs and desires
Customer Experience Challenges
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| Interaction Mining | Bridging Insight to Action Gap | Touchpoint Prioritisation | Marketing Attribution | Reputation Management |
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| Identifying where customers are talking and what communications are important to listen to | Manually reading, classifying customer feedback, and decoding behavioural actions in their journey | Extracting granular feedback from thousands of touchpoints and recognizing which ones need improvement |
Measuring the effect of media spends and below-the-line contacts on brand health and sales |
Protecting online and offline reputation in an era of continuous outreach |
| Interaction Mining |
Identifying where customers are talking and what communications are important to listen to |
|---|---|
| Bridging Insight to Action Gap | Manually reading, classifying customer feedback, and decoding behavioural actions in their journey |
| Touchpoint Prioritisation |
Extracting granular feedback from thousands of touchpoints and recognizing which ones need improvement |
| Marketing Attribution |
Measuring the effect of media spends and below-the-line contacts on brand health and sales |
| Reputation Management |
Protecting online and offline reputation in an era of continuous outreach |
How CX Touchpoint Analytics works?
The CX Touchpoint Analytics offers a powerful solution for understanding your customers in a whole new way. By collating data from all internal and external sources, the Listening module of the platform can help you hear what your customers are saying and understand the context of their feedback. With the Text Analytics module, you can quantify customer interaction data into meaningful and actionable themes and topics. The Predict module links these to brand health and sales volume, giving you a better understanding of your customers’ attitudes and behaviours. Finally, Interactive Dashboards allow you to monitor and control your internal initiatives based on the analytic outputs.
4 modules of the CX Touchpoint Analytics work in tandem to provide useful insights:
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| Listening module | Text Analytics module | Predict module | Interactive Dashboards |
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| Collects customer interaction data on spoken, written, and behavioural and sets up a data pipeline | Summarizes and quantifies the data into actionable themes and topics | Connects to metrics like awareness, preference, consideration and Sales Volume |
Allows users to easily monitor and control initiatives with the aid of analytics |
| Listening module |
Collects customer interaction data on spoken, written, and behavioural and sets up a data pipeline |
|---|---|
| Text Analytics module | Summarizes and quantifies the data into actionable themes and topics |
| Predict module |
Connects to metrics like awareness, preference, consideration and Sales Volume |
| Interactive Dashboards |
Allows users to easily monitor and control initiatives with the aid of analytics |
Key Benefits of CX Touchpoint Analytics
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| 360-degree Feedback Analysis | Quantified Business Impact | Time to insight quickly | Dependable and reliable insights |
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| Analyze customer feedback thoroughly by keeping track of comments made or actions on all platforms and in relation to all areas of the user experience. | Prioritize internal initiatives based on what touchpoints customer deems to be important. | Quick turnaround time enabling faster and better business decisions |
99%+ of all customer feedback can be covered by the analysis of over 1 million interactions with high accuracy (95%+), despite complex language or mixed sentiment. |
| 360-degree Feedback Analysis |
Analyze customer feedback thoroughly by keeping track of comments made or actions on all platforms and in relation to all areas of the user experience. |
|---|---|
| Quantified Business Impact | Prioritize internal initiatives based on what touchpoints customer deems to be important. |
| Time to insight quickly |
Quick turnaround time enabling faster and better business decisions |
| Dependable and reliable insights |
99%+ of all customer feedback can be covered by the analysis of over 1 million interactions with high accuracy (95%+), despite complex language or mixed sentiment. |
What Our Customers Have to Say
Latha Papa
Founder, Meraki | Ex-Kantar TNS | Consumer Insights Qualitative
We use Unpickle’s DATA SORTING TOOL, which takes qualitative word transcripts and automatically sorts the data into predetermined sections in an excel sheet ready to be analysed within seconds, eliminating the need for manual copy-paste and reducing time to insights
Shaveta Bhardwaj
Founder, Sprint Studio AI
Unpickle has significantly helped us in simplifying analysis and pattern spotting. My researchers extensively use Unpickle for qualitative insights. Why do we invest in tools like these? Well, for Sprinting and delivering every piece of pattern and insights that come with structuring unstructured data. I am so glad that we found your team as partners…. hope to keep growing stronger in the months to come.
Sanjoy Datta
Head – Marketing Research, ITC Limited
Unpickle helped us to build a consumer conversation database from 750+ Focus Group Interview studies that act as a great resource to access market information such as the context in which brands have been mentioned and attributes associated with each brand
