Supernova Award Category

The Problem

In successful organizations, providing a good customer experience (CX) should be everybody’s job. However, until now the most effective tools for managing the customer experience (through capturing, analyzing, and reporting on customer feedback) have largely been confined to a small group of CX experts and data analysts. This is because CX software is very sophisticated.

Clarabridge is already recognized for having the most sophisticated technology on the market, with patented text analytics and proprietary sentiment analysis algorithms. It’s been acknowledged to be superior, but it can also be somewhat intimidating for the average user.  We realized that we could help our customers better if we gave them a solution that was user friendly for everyone from the busiest executive to the most junior sales associate. If every employee can see customer insights, then every employee is better able to improve the customer experience. 

The Solution

Clarabridge created CX Studio to give everyone within an organization access to customer experience data. This data could include which products your customers most like or dislike, what they call your support line about the most, which topics they are tweeting to you about, and how they feel about your brand, your employees, and your offerings.

CX Studio accesses these kinds of data from the existing Clarabridge Intelligence Platform and presents it in dashboards that are easy to view, understand, and share.  With a drag-and-drop interface, CX Studio also allows the user to bring in images, quotes, video clips, and reports from third-party tools.

Each user can now see all of the customer data that is relevant to their particular job, all in one place, in an easy-to-use format.

The results

A new way to access, interact with, and use customer experience data:

• Easy drill-down into the data. With one click, users can start to access the deep analysis functionality of the Clarabridge Intelligence Platform, including root-cause analysis, so you can find out why customer sentiment started falling last Tuesday, or what happened this afternoon to cause the Twitter feed to blow up.
• Mobile access to dashboards. Any smart mobile device becomes a feedback station, so you can take action to address customer problems in the store, or on the go.
• Content widgets support text, imagery, and video. Makes customer experience data easy to understand, so your CX reports are not just boring numbers or graphs.
• Easy sharing and creation of groups. Makes sure everyone on the team the information to make customers happy.
• Customizable look-and-feel. Makes sure your dashboards and reports conform to internal brand guidelines. 

Metrics

• 1/3 of all new Clarabridge business has included CX Studio as part of their purchase.
• The early-adopters come from healthcare, restaurant, insurance, retail, and transportation industries, among others.
• One company in the hotel industry is on track for $4.4 million in savings due to a CX program powered by CX Studio.
• A casino group has seen 5% revenue growth with CX initiative sincluding CX Studio
• An international banking organization has seen a 25% increase in NPS in one division using CX Studio and other Clarabridge solutions. 
• Stephanie Jacobs, Marketing analyst at BE Aerospace, summed up the appeal of CX Studio perfectly: “CX Studio allows us to streamline our Customer Experience Management process by sharing insights with executives, analysts, product designers, marketers, and other stakeholders.”

The Technology

CX Studio

Disruptive Factor

Clarabridge CX Studio allows each user to see all of the customer data that is relevant to their particular job, all in one place.

Executives can more easily see the top-line impact that customer experience programs are having on loyalty and revenue, while store managers can see feedback and performance metrics just for their own location (or even down to the shift or individual employee level).

Marketing folks won’t have to pore through multiple spreadsheets in order to get insight for upcoming campaigns, and call center personnel can see what issues are starting to bubble up so they can be ready to answer questions. 

CX Studio takes customer feedback data out of the hands of analysts, or a single CX team, and makes it actionable across the enterprise-- any enterprise. 

Shining Moment

In May, CX Studio was awarded a Silver Stevie® (American Business Award) for New Product or Service of the Year-- Software.