InsightNow was founded in 2007 with the purpose of collecting the voices of customer and employees and using this insight to develop easy customer journeys for their customer’s customers.
As digital channels develop both the amount of feedback available and the richness has increased. Whilst their purpose remains the same our emphasis has moved from gathering structured feedback to a much greater reliance on understanding what customers are saying and feeling in their free text comments. They are able to unpack and classify comments into actionable themes with associated positive and negative sentiments to create a much more accessible and engaging means of understanding customer feedback that connects and resonates through all parts of of their clients organisation.
This enables them to provide direct line of sight between strategic intent and the actual customer experience and identify opportunities for real-time service recovery through to elimination of glitches and their root causes that prevent the intentional experiences being delivered.