Customer Experience

Beyond Surveys: Implementing A Proactive CX Strategy With Sogolytics VoC Engine

Quick Summary Traditional CX surveys are reactive and slow, leading to missed insights, low response rates, and impersonal interactions. A proactive CX strategy anticipates customer needs using real-time feedback, predictive analytics, and fast, personalized follow-up. Sogolytics’ VoC Engine enables always-on listening, text and sentiment analysis, and seamless integration with CRM systems. Proactive CX improves key metrics like NPS, CSAT, CLTV, and churn by empowering businesses to act before issues escalate. A proactive CX approach is critical to anticipate potential problems and address possible concerns before they occur, in turn reducing churn and improving customer satisfaction. In this piece, we’ll explore the limitations of reactive CX, define the basics of a proactive approach, and explore how your business can implement proactive practices to elevate your CX game. Customers want brands to listen. According to a Ruder Finn survey, 93% of customers believe brands should listen to public opinion, and 57% of consumers actively engage with brands to share their perspectives. As noted by PWC data, however, these interactions often miss the mark, with 59% of consumers saying that brands have lost touch with the human element of their customer service experience. In part, this  issue is tied to reactive CX modeling. Rather than getting ahead of customer concerns and exploring ways to meet their needs, brands are using reactive processes to inform forward-looking strategies. The result is exactly what you’d expect: Customers don’t feel heard or understood. The Sogolytics voice of the customer (VoC) engine offers a different approach, one that […]