Insights and Analytics

Linking customer experience with commercial outcomes

Let’s face it, our motives for improved customer experience are not altruistic, there must be a commercial benefit. Insights and Analytics are all about the bigger picture, measuring everything that impacts a customer’s relationship with your brand. By creating a framework for co-operation across the service, product and communications functions, RippleEx clarifies where to direct investment to improve the customer experience. We use customer relationship modelling, as part of Net Promoter Score (NPS) and Voice of the Customer (VoC) programmes, which offer distinct benefits to your organisation, such as:

  • Clear, decisive direction for investment
  • Ability to link customer experience to ROI
  • Bringing together insight programmes – complementing, not contradicting each other
  • Telling an ever-clearer story to the business
  • A platform for collaboration, allowing partners to see the bigger picture
Insights & Analytics | Customer Experience Management

RippleEx is passionate about showing you the financial payback of improved customer experience, accurately evaluating the size of the prize vs. the cost of change. We can produce simulator tools for business planning; pilot and test new innovations in service; and implement the appropriate governance.


Want to know how we can help you gain the maximum commercial benefit from an improved customer experience? Get in touch with us now.