Imagine a world where EVERYTHING your customers say is accessible to you.

Really think about that for a moment.

Every time an agent hears “thank you so much, you’ve been amazing”, or “wow that’s great, I didn’t realise I could do that online” or even, “it’s about time, this is the third time I’ve tried to get through!” (I didn’t say it would be all positive), you could hear it too.

How amazing would that be?!?!

Customer Experience has been a hot topic for years (and rightly so), yet despite us knowing how valuable an expertly designed, delivered and cultivated Customer Experience is, so few companies weave the assurance of that experience delivery into their regular practice. 93% of customers are likely to make a repeat purchase with a company that offers excellent customer service (HubSpot), but how do we know if we are delivering excellent customer service? It’s not by ticking a box when an agent completes a data protection check or when they shared the T&C’s (despite how important that may be, that isn’t why a customer would refer you to a friend!).