Moment of Impact

MoI. Moment of impact; because truth hurts

From a simple welcome message to a tough complaint call, every single one of the countless customer interactions happening everyday make a contribution to or a dent in customer satisfaction, loyalty and value. Still, not all companies have a clear view on just how much these experiences impact their customers, as well as their business. As a result, customers who shout more get prioritized, 'moment of truth' initiatives rely on sentiments and qualitative insights, failing to derive tangible value in critical 'Moments of Impact'.

With our Firestarter "MoI", we tackle this issue, adding science into the art of customer experience and measure customer interactions’ impact on hard metrics such as retention and profits.

Increase customer loyalty

focusing on interactions triggering or preventing churn

Decrease cost of service

identifying and improving ineffective customer experience management actions

Improve overall experience

revealing true value creators and inhibitors throughout the customer journey

Improve competitive positioning

with a channel and experience strategy that stands out in the market

MoI is an analytics suite with algorithms to understand the impact of each customer interaction on critical business metrics.
Typical deployment time is 1 week.
  • Extensive Interaction Set: Rich set of interactions can be selected as potential triggers of impact
  • Interaction Dashboards: Predefined set of reports and dashboards to visualize impact of each customer interaction
  • Self-Learning Models: Predictive models using machine-learning algorithms, refreshing findings everyday
  • What-if Analysis: Scenario analysis screens to help analyze alternative interaction combinations
Sneak Peek

"Our welcome packages do not have any impact on customer spending in the first year"

"Our customer churn risk increases by 25% if a billing complaint is not resolved within the first 12 hours"

"If we increase our proactive retention offer value by 20%, we will retain 35% more of the overall value"