Customer experience management was complicated.
We simplified it.
Alterna CX solution helps companies manage CX and get better results.
Have full control
Get timely insights
Make smarter decisions
Improve CX everyday
Route issues to employees in real time with actionable insight, improve where it delivers most
Case in action: Agile approach improves critical customer journey
TEB BNP Paribas has defined its strategy to become the most recommended bank in terms of customer experience and chosen to partner with Alterna CX to manage its NPSⓇ experience program. With Alterna CX, TEB BNP Paribas listens to the voice of its customers in a structured way, analyzes the drivers of experience with actionable reporting, conducts additional research, and re-designs customers end to end journeys. With actual outcomes in journey re-design, TEB BNP Paribas also represents how agile cross-functional teams can deliver results in large organizations and overcome silos.
Case in action: Europe’s leading bank manages CX proactively
Akbank, one of the leading banks in Europe, uses Alterna CX to measure customer experience everyday in more than 800 of its branches, digital banking channels and its contact center. Going beyond transactional NPS surveys, Akbank uses text analytics and behavioral signals to make real time interventions and proactively manage customer experience.
Case in action: Top retailer improves CX
Koçtaş, one of the largest home improvement retailers and part of Kingfisher Group in Europe, increased its Net Promoter Score by 5 points in high traffic stores in its first 3 months and boosted its customer centric culture with Alterna CX. Real time feedback collected from customers enables stores to resolve customer issues immediately; front line have visibility into store results to make small changes with high impact.
Case in action: Japan based insurer improves claims journey
Sompo Japan Sigorta, the Turkish subsidiary of Sompo Japan Tokyo has increased claims NPS score by 9 points following improvements within 3rd party services in auto and property products.