Zürich, Switzerland, 25.04.2013: CustVox, the leading international provider of Customer Experience Management (CEM) solutions, is rolling out a major project for Sky Italia. CustVox specializes in delivering robust, scalable Customer Experience Management solutions that have historically proven to be effective, and deliver a very rapid ROI.
The main objective of the project is to fortify and improve upon the current technology in place to measure/monitor Net Promoter Score (NPS). The project has CustVox deploying Voice of the Customer driven technologies that integrate into existing NPS related systems.
The overall goal of this objective is to identify the key customer touch points and lifecycle milestones that are having an effect upon customer advocacy, satisfaction and churn. In turn, this information is being correlated with other key business performance indicators used across the enterprise.
Sky Italia is one of the first enterprises of its size to fully embrace the value of obtaining a 360-degree, holistic view of the customer experience, across the entire customer lifecycle.
CustVox is assisting Sky Italia in achieving its ambitious goals through the on-going rollout of its full suite of CEM technologies. This will equip the organization with the ability to:
- Capture and Analyze the Voice of the Customer across multiple feedback channels, and gain a holistic view of the entire customer journey. This includes the ability to gather customer feedback using cross-channel surveys.
- Gain easy access to all VoC related data via standardized, easy to understand CEM dashboards and reports. This enables Sky Italia to measure and manage key performance indicators such as NLP, customer satisfaction and loyalty in real-time.
- Gain the ability to act on customer insights in an agile manner. By integrating features such as alert triggers, automated workflow and case management functionality into CRM systems, Sky Italia can now keep a finger on the pulse of the customer experience across all channels and touch points.
Speaking on behalf of CustVox, Federico Cesconi, the CEO, has stated that, “We are really very excited to be launching this somewhat challenging project successfully. For us, this is a new pinnacle, a major company, taking the entire CustVox range of technologies and utilizing them across the whole business. Sky Italia is a new flagship client for us and we are very proud to be working with them.”
Su Wakefield, Sky Italia Customer Experience Manager states “Sky Italia feels strongly about putting its customers first and thanks to this project we are now able to collate feedback directly from our clients, analyze it in detail and implement improvements - all in real time. CustVox has provided solid support on time & in budget and going the extra mile to ensure a smooth rollout. Thanks to the ease of use of the new technologies we are already reaping benefits and look forward to significantly improving our client services as a consequence.”