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BIP Experience Mining

Customer Experience data-driven analysis

BIP developed an actionable framework able to activate a Customer Experience measurement through the investigation and analysis of User Stories, identifying measurable KPIs to be converted into qualitative indicators and specific enhancement actions. Traditional measurement methods (e.g. surveys, questionnaires, โ€ฆ) are typically partial, biased or unable to determine the key drivers that impact the Customer Satisfaction. BIP framework bypasses all this, as the analysis is completely based on the tracking and monitoring of Customer interactions with the companyโ€™s touchpoints, so it is fully data-driven. BIP framework enables to effectively verify the actual measurement of the Customer Experience, to define Customer Personas automatically from customers interactions data, to identify the root-causes that impact the Customer Experience and to support the Organization to devise actions to correct pain points. Furthermore, by leveraging on proprietaryย Machine Learning Clustering algorithms, BIP framework hides the complexity of the analysis turning a highly complex problem into a simple yet valuable opportunity to catch.

This is where BIP and Celonis combine their strengths:

  • Define new KPIs for CX measurement and monitoring, which can be Customer Personas-specific or โ€œgenericโ€ for the whole Customer Base

  • Represent customer process diagrams starting from data, and autonomously inspect the Customer Experience Maps

  • Leverage on Machine Learning to cluster together similar โ€œcustomer behaviors" and automatically support the definition of client-specific Customer Personas starting from interactions data

  • Perform root-cause analysis on events of interest, to understand the origination of a โ€œbadโ€ CX and find insights to define corrective and preventive actions

  • Identify, implement and integrate clear data-driven automatic or manual actions (and monitoring metrics) to enhance the Customer Experience, generically or personas based

Features & Capabilities

Experience Mining Dashboard
Channels Dashboard
Customer Personas KPIs
Customer Personas Dashboard
CX Map Explorer

A snapshot on the main characteristics of the monitored Customer Base, exploring their summary statistics and providing an overview on the Customer Personasโ€™ high-level KPIs

Bip Consulting Experience Mining Dashboard

Allows the exploration of the main interaction pattern KPIs (length and duration) and to analyze the preferred interaction channels for each activity, for each selected Customer Persona

Bip Consulting Channels Dashboard

A detailed dashboard presenting the main KPIs describing each data-driven Customer Persona discovered with the behavioral clustering algorithm

Bip Consulting Customer Personas KPIs

Allows to perform side-by-side comparison between different customer personas, both in terms of journey maps and other socio-demographic characteristic distribution.

Bip Consulting Customer Personas Dashboard

Allows the exploration of unique customer Journey Maps (variants) for each selected Customer Persona

Bip Consulting CX Map Explorer
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Bip Consulting Experience Mining Dashboard
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Bip Consulting Channels Dashboard
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Bip Consulting Customer Personas KPIs
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Bip Consulting Customer Personas Dashboard
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Bip Consulting CX Map Explorer

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