New Intouch Insight customer experience management (CEM) software enables organizations with multiple locations to take action to improve customer experience (CX) and measure impact on business outcomes.
OTTAWA, Canada May 7, 2018 – Intouch Insight Ltd. (“Intouch”) (TSXV: INX) today announced the launch of its new customer experience management (CEM) software, LiaCX™. The cloud-based software helps organizations with multiple locations in industries such as retail, restaurant, and hospitality, create more value and drive action from their customer experience (CX) programs through its patent-pending Action Campaign™ technology.
“Many organizations discover that it’s easy to collect information about customer experience – what’s difficult is being able to take swift and appropriate action based on that information. Without the ability to take effective action, organizations are missing out on a higher return on investment from their voice-of-the-customer programs,” said Cameron Watt, President and Chief Executive Officer of Intouch Insight. “We developed LiaCX to make it easy for our customers to identify areas of their customer journey in need of focus, mobilize all levels of their organization to take the necessary actions for improvement, and track the impact of those actions on business outcomes.”
Intouch Insight, which announced a 97% customer retention rate earlier this year, drew on over 25 years of experience collecting CX data for Fortune 500 brands, to develop its new CEM software.
LiaCX is built on modern technology designed to handle big data, and is mobile optimized. The software collects and combines data in real-time from sources such as surveys, mobile checklists, mystery shopping, operational audits, social media, and call centers, and rapidly integrates data from third-party systems like Salesforce, Oracle, and SAP. All data is mapped to the customer journey and artificial intelligence-powered features transform the data into meaningful CX insights. Organizations can easily take action on those insights to improve business performance using LiaCX Action Campaigns.
Action Campaigns allow LiaCX customers to:
- Create targeted campaigns to improve specific areas of the customer journey and business metrics
- Assign specific actions/tasks to employees at different levels across the organization and at different frequencies
- Verify whether or not actions were completed through integrated mobile checklists and photo capture
- Measure the impact of actions on specific business metrics in real-time
The launch of LiaCX follows the reveal of the company’s new branding and website.
Learn more about LiaCX at intouchinsight.com/cx.
About Intouch Insight
Intouch Insight offers a complete portfolio of customer experience management (CEM) products and services that help global brands delight their customers, strengthen brand reputation and improve financial performance. Intouch helps clients collect and centralize data from multiple customer touch points, gives them actionable, real-time insights, and provides them with the tools to continuously improve customer experience. Founded in 1992, Intouch is trusted by over 300 of North America’s most-loved brands for their customer experience management, customer survey, mystery shopping, mobile forms, operational and compliance audits, and event marketing automation solutions. For more information, visit intouchinsight.com.
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