Satmetrix Redefines Customer Experience Management Software With Satmetrix NPX™


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Next-gen Customer Experience Management (CEM) software puts customer at the heart of business, providing unparalleled insights and sharing tools

REDWOOD CITY, Calif., Feb. 10, 2015 — Satmetrix®, the leading global provider of cloud-based solutions for managing and improving customer experience, today announces the release of Satmetrix NPX™, the next generation of Customer Experience Management (CEM) software.

Satmetrix NPX helps companies measure and manage the customer experiences that drive the performance of their business. Successful customer experience programs take a data-driven, end-to-end view of their entire customer journey. With NPX, Satmetrix is putting this customer-centric view at the center of its software through the introduction of a configurable Customer Graph. The customer graph provides organizations with a single, integrated view of the customer journey by mapping customer feedback directly to corresponding data. Satmetrix NPX looks at the entire customer journey, using high-volume, high-frequency customer data sets to drive better decision making and action at all levels of the organization.

Built as an easy-to-deploy cloud application, Satmetrix NPX lets companies get up and running quickly with self-service capabilities and a highly configurable platform that helps speed adoption throughout the company. With features like the pinning of personalized views, social sharing of analytics, and automated re-publishing to social media, NPX sets new expectations for CEM software in today’s business environment.

Customer Experience Management professionals expect software built on CEM best practices from the company that created the Net Promoter® Score (NPS) methodology and enabled its widespread adoption. NPX is the culmination of years’ of experience working with companies around the world to build successful customer experience management programs. Satmetrix has translated that experience into software that includes industry-specific program templates, best practices in analytics, stunning
data visualization, and a platform for triggering and managing follow-up actions across the business. Insights become sociable in NPX with powerful sharing features that get employees throughout the enterprise engaged. With NPX data becomes beautiful, powerful, and profitable.

Available now for one month’s free trial and offering companies of all sizes a powerful yet affordable way to manage, analyze, and understand how customers perceive their business, Satmetrix NPX™ will transform the way smart businesses operate.

“To deliver successful customer experience management, you need three things: robust software, quality data, and the expertise to make sense of it all” said Richard Owen, CEO of Satmetrix. “Satmetrix NPX™ is a complete and intuitive technology solution that manages the customer experience process and delivers truly valuable and actionable insights to key stakeholders throughout your organization. Satmetrix NPX™ is a game changer that allows companies to be pragmatic, proactive and responsive with their customer experience programs in ways that give them a competitive advantage.”

“By integrating survey data from multiple customer interactions, Satmetrix NPX will give us a complete view into the health of the customer journey and therefore better insight into our customers’ experience,” commented Allie Davidge, Director Global Client Insight, Experian. “These insights will enable us to make better business decisions as an organization that will enhance overall customer experience.”
“Satmetrix’s new NPX product addresses some of the most pressing needs of Customer Experience professionals in the financial services industry,” said Michelle Bloedorn, CEO of Member Loyalty Group. “For Credit Unions, the ability to view the whole customer journey of their members by listening across many customer touch points and determine root cause via structured and unstructured data, enables quick and easy action at all levels of the organization–from front line employees all the way to C-Level officers.”

Key Features of Satmetrix NPX
Customer Graph:
At the heart of Satmetrix NPX is the Customer Graph, which separates the signal from the noise in customer data sets by mapping customer touch points and multiple streams of survey data into a single view, letting businesses easily identify areas to prioritize for investment.

Social Sharing:
Satmetrix NPX has been designed to encourage greater collaboration and engagement across organizations. With familiar social media style collaboration tools, users can share reports with individuals or teams and monitor real-time results. This empowers employees throughout the organization to make faster, better-informed decisions.

Text analytics:
Satmetrix NPX text analytics functionality is designed to understand customer comments. By creating a visual representation of the underlying unstructured data, users can click a button to view the comment themes over time, the sentiment of the comments, and a Frequent Words chart to understand emerging themes your customers are talking about that should be on your radar. It also allows NPX™ users to drill down and read specific comments for deeper insights.

Satmetrix NPX was built with customer data in mind and provides a rich reporting environment to provide businesses the information they need to confidently make important customer-related decisions. Reporting is customizable with a wide variety of charts included in the application. All charts are easy to filter, segment and can be viewed in multiple ways to enable users to explore the data to identify key insights.

Bring your own data:
In addition to native capabilities for surveys and text analytics, Satmetrix NPX™ provides an easy-to-use data import feature that allows companies to integrate structured and unstructured data from multiple sources into a single unified CEM platform. This includes support for popular survey formats like SurveyMonkey®, and Qualtrics® as well the data and tag import from text analytics tools like Clarabridge® or Attensity®.

About Satmetrix
Satmetrix is the leading global provider of cloud-based solutions for managing and improving overall customer experience. As co-creator of the Net Promoter® methodology, Satmetrix combines unrivaled NPS expertise with a powerful, yet cost-effective SaaS-based software solution to provide continuous, actionable, 360-degree customer insights. Leading organizations of all sizes and across multiple industries use Satmetrix solutions to drive customer retention, improve customer affinity and maximise positive word-of-mouth to deliver overall improvements in customer lifetime value. With more than 1,000 deployments in 40+ languages, Satmetrix provides a holistic view of the customer experience and the necessary expertise to help accelerate customer experience program success.
NPS®, Net Promoter® and Net Promoter® Score are registered trademarks of Satmetrix Systems, Inc., Bain & Company and Fred Reichheld. | Twitter: @Satmetrix | LinkedIn @Satmetrix

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