Developed and owned by Qifasolutions, the dem2one methodology integrates omni-channel customer Journeys and experience data attributes together for ALL customers, into one single Score and Engagement segmentation.
This segmentation and reporting framework creates a new and innovative transformational business approach to delivering proactive customer contact. Using these tools an organisation can drive significant shareholder value, by increasing NPS scores whilst reducing churn and costs.
The DEM methodology represents a paradigm shift in the way an organisation operates, as it integrates FOUR key aspects to deliver proactive customer and business actions;
1. Journey Segments
The Customer journey report enables a single view of each customers journey and groups similar journey experiences together to create the Red, Amber and Green segments.
These three segments can be selected to quickly and easily identify customer next best actions.
2. Journey Metrics
Journey metrics help to deaverage your current contact centre performance metrics, by linking common customer journeys into three journey based segments.
Metric summary view
- Next best action - As the segmentation has reported on each and every journey a customer has made, this makes it easy to identify the most timely and relevant communication.
- Business change - The reporting view can also be used across multiple teams in the contact centre to identify the Root cause & ROI (Return on Investment) of processes and journeys that are destroying customer and business value.
4. Reporting & Prioritisation
This level of reporting visibility and understanding provides clarity around the events that trigger satisfaction or dissatisfaction from an individual customer perspective. This enables an organisation to not only calculate the value of a customer’s experience, but also facilitates proactive and prioritised decision making across teams often working in silos, ensuring common business objectives are achieved, leading to increased shareholder value. Thus,
‘Keeping your engaged customers and reconnecting with your disengaged customers’