Mediatech cx
Driving CX through Voice of the Customer

Today’s businesses realize that customer engagement is imperative to improving their bottom line, and that customer experience management (CXM) is an essential element of their strategy. They are implementing the voice of the customer (VoC) tools to collect and analyze customer feedback and take adequate measures to improve the customer experience. That said, they are daunted by the legacy and siloed CXM solutions available in the market, making it difficult for them to have 360-degree visibility into the customer journey and their changing sentiments. Mediatech-cx is a company that offers SaaS-based customer experience management solution, Mediatech-cx, to help clients drive their customer engagement by leveraging the VoC in real-time.

Mediatech-cx powers the VoC programs of 80 big brands from different industries—including banking and insurance, service sector, retail, and healthcare—in more than 40 countries. “A flexible platform, Mediatech-cx monitors and analyses customer perception through surveys, online reviews and comments, as well as any other production data, at any point of the customer journey,” says Hervé Cebula, Founder and CEO of Mediatech-cx. By giving each team member the ability to act instantly and directly on the customer experience, it improves a company’s performance.

For organizations finding it hard to utilize customer interactions data with the increasing number of channels and ever-changing customer needs, Mediatech-cx perfectly fits the bill.

The VoC is captured from different digital touchpoints and segregated based on the sentiments. The sentiments are tracked by correlating the customer feedback data repository with the contextual data to score and profile customers. A personalised dashboard built into the solution provides an overview of customer experience KPIs and insights, including alerts and timely notifications of any customer dissatisfaction in real-time.

Mediatech-cx is one of the few companies that employs driver analysis—through its solution—to understand the potential drivers (key variables) behind the customer behavior. With insights into those drivers, brands can improve their position in the market by taking effective decisions to balance price and quality. “The insights we deliver can be used by any individual across the organizational hierarchy in real-time, which further improves the decision-making capabilities of our clients, globally,” says Cebula.

The client’s teams using Mediatech-cx can confidently approach their customers and better engage them to achieve the highest response rate. To illustrate, a contact center team can easily customize the questionnaire and customer experience performance reports in a matter of days. This flexibility helps them in tailoring their approach based on customer sentiments to improve conversion and brand loyalty. The solution also performs text as well as semantics analysis that translates text or audio conversations in 28 languages to highlight critical topics associated with customer experience. This flexibility is a shot in the arm for teams handling customers from diverse cultural and linguistic backgrounds. What’s more, the sharing and publication capability of Mediatech-cx allows teams to collaborate with peers across the entire organization.

Unlike other CXM solutions in the market, Mediatech-cx is easy to use and can be deployed in weeks depending on the client requirements. Taking a nuanced approach to client engagement, Mediatech-cx conducts workshops to gain a better understanding of their business, concerns, and objectives.

Mediatech-cx has witnessed tremendous growth because of its ability to deliver high ROI to its clients. For instance, Nespresso, an operating unit of the Nestlé Group is leveraging Mediatech-cx solution—implemented in just three months—to manage its operations across multiple countries from a single location. Going forward, MediaTech plans to continue investing in its technology and help more brands drive their CXM results and business outcomes.