CX Case Study

Fortune 100 Leader Uncovers and Addresses Pricing Model Issues

How One Industry Leader Engaged Employees in its CX Program to Deliver Improved Experiences

One Fortune 100 leader had tens of thousands of frontline employees across a wide geographic footprint. The company’s customer experience (CX) survey revealed that some segments of customers were susceptible to high churn rates.

By working with eTouchPoint, the company accessed the insight hidden in its volumes of voice of the customer (VoC) comments. It was able to understand the root causes of customer dissatisfaction and train employees to address these issues. 

Our case study “Fortune 100 Leader Uncovers and Addresses Pricing Model Issues” details one company’s important efforts to understand and remedy customer concerns. Learn how this company:

• Conducted segmentation analysis to identify key customer sentiment themes

• Performed linkage analysis to tie survey insights to other data, such as customer tenure and spend

• Executed platform integration to incorporate findings into executive reporting