“ We ’ ve got a culture of enjoyment , of empowerment , of creativity , and it ’ s a really enjoyable place to come and work ”
ABDUL KHALED HEAD OF DIGITAL AND CUSTOMER EXPERIENCE , E . ON NEXT
Trustpilot to a phone call or email – Chattermill ’ s AI-driven platform uses natural language processing ( NLP ) technology to understand what the true sentiment behind any particular piece of feedback is .
“ A customer giving you feedback can sometimes be positive and negative ,” Khaled shares .” So a customer can say , ‘ Great customer service on the phone , shame about the wait time ’. With NLP technology , you ’ re able to really categorise that feedback and quantify it into different categories .”
“ That allows us to get really granular insights and also understand true customer sentiment .”
From there , E . ON Next can flesh out this data with surveys and interviews , collaborating with customers to drive better experiences . “ We have a number of ideas , concepts and prototypes that we try and test with customers in real settings . So you ’ ve got the full 360-degree view there : understanding what customers say , looking and analysing how customers behave , really collaborating with customers to get to solutions and then validating them really gives us that CX intelligence .”
60 April 2024