Move Beyond the Data

Client feedback tools today often focus on engaged clients, making it challenging to take action based on broader themes. The data can be complex, often leaving you with more questions than answers.

That's where CXInnovation.ai steps in.

Ask yourself these questions:

Why did our NPS score change this quarter?

Which key drivers of client satisfaction caused the shift in satisfaction, and by how much?

How do client expectations differ across different industries or across regions like Germany vs. the U.S.?

Which of our clients are currently experiencing poor interactions, and what revenue impact does this have?

Are we addressing poor client experiences in a way that boosts retention and growth–across our entire client base?

Are we proactively engaging clients we know are getting value from our standard offering to have upsell conversations about the ROI of higher tier offerings?

If it’s challenging to quickly answer these questions, we can help.

Services

At CXInnovation, our expertise extends beyond AI—we focus on transforming CX initiatives into true business drivers. Historically, CX efforts have lacked a clear connection to boardroom priorities like revenue growth, retention, and upsell. We're here to shift that paradigm. Instead of fixating on minor NPS fluctuations, we evolve your customer listening and engagement programs to deliver measurable value that impacts your bottom line. Happy customers stay longer, spend more, and together, we’ll unlock this potential at scale.

We have three main focus areas:
Evolve Client Listening
Shift Culture
Accelerate Action with Machine Learning
Each engagement is customized to your needs and will typically contain aspects of each focus area ultimately working to progress you towards Accelerate Action with Machine Learning as that is where you will realize the most CX impact across your client base.

EVOLVE CLIENT LISTENING

Building Better Client Engagement Programs

Client Listening Programs We Offer:

Client Listening Ecosystem Review: Before implementing or enhancing your client listening programs, we first review your existing feedback ecosystem to understand the current state. We assess how client feedback is collected, analyzed, and acted upon to improve client value. One area of interest is the ability for client Listening vehicles to feed into and power Machine Learning Models since certain question types and formats lend themselves to powering Machine Learning models better. We look to grow the impact of listening vehicles that increase the accuracy of ML models.
This review includes: Current Feedback Channels and Actions being Taken, Program Simplification & Optimization, and Gap Analysis and Enhancement Roadmap.
Client Communities: Client communities offer an invaluable channel for continuous dialogue with your customers. We have experience launching vibrant client panel programs that not only keeps you supplied with rich client feedback but our programs have logged cost avoidance of millions of dollars in third party research revenue when your UX, VOC and CX teams leverage the community effectively.
These services include: Building and Managing Client Communities and Rewards Platform and Developing Community Engagement Activities Plan.
Enterprise Survey Programs: Surveys still provide one of the most powerful method for gathering structured feedback from your clients.
We design comprehensive survey programs tailored to your needs, including: Custom Survey Design (including advanced methods: Max/Diff, Conjoint, Pricing), Multi-Channel Distribution and Real-Time Feedback through ML Models.
Closed-Loop Feedback Systems: Taking action on feedback is critical to client satisfaction. Our closed-loop feedback systems ensure client concerns are addressed quickly and thoroughly.
This includes: Feedback Management Systems, Issue Resolution Workflows, Client Follow-Up and Executive Closed-Loop (if they’re ready)!
Voice of the Customer (VoC) Programs: Our VoC programs capture feedback from multiple sources and channels to give you a comprehensive view of your customer experience.
These programs include: Cross-Channel Feedback Collection, Sentiment Analysis and Reporting using AI Tools and Actionable Insights
Customer Journey Mapping: Mapping the customer journey helps you understand where clients interact with your business and where feedback can be most impactful.
Our services include: Mapping Key Client Interactions, Journey Analytics, Stakeholder Ownership Mapping and Journey Surveying to capture critical feedback throughout their experience.

By refining how you engage and listen, we enable you to respond faster, make more informed decisions, and create positive experiences that keep your clients coming back. We introduce new programs that help close gaps that are preventing you from taking action across your entire client base, not just those that provide feedback.

At CX Innovation, we understand that truly listening to your clients is the foundation of any customer-centric strategy. At CXInnovation, we help enterprise organizations build robust client listening programs that gather actionable insights, improve customer satisfaction, and drive business growth. From client communities to survey programs and closed-loop feedback systems, our solutions are designed to make sure every client voice is heard—and acted upon.

Results You Can Expect:

Optimized Listening Ecosystem: Simplify and enhance your current programs, ensuring they deliver maximum value.
Improved Client Satisfaction: Address client needs proactively and improve overall satisfaction.
Actionable Insights: Turn feedback into strategic actions that drive revenue and retention.

SHIFT CULTURE

Executive Client Engagement Programs

Chances are, you have one or maybe a few C-Suite sponsors that are bought in to the value of investing in Client Experience. We can help you and your team of 1 or 2 (if you have 5, you’re doing really well!) build out a plan that helps put more executive CX champions on your team by evaluating their individual organizational and personal motivations and building CX initiatives that help to them achieve their goals.

Getting Leadership on Board
A successful transformation toward a customer-centric organization starts at the top. Executives play a crucial role in setting the tone, demonstrating commitment, and leading by example. At CXInnovation.ai, we help your leadership team become champions of client experience, ensuring that customer-centricity is ingrained across every level of your organization.

A customer-centric culture isn't built overnight, nor is it sustained without consistent reinforcement from leadership. When executives actively engage in client experience initiatives, they create a ripple effect throughout the company, inspiring teams and setting clear expectations. Their involvement ensures that customer-focused decisions are prioritized, and resources are aligned to deliver on client needs.

At CXInnovation.ai, we offer tailored deliverables that equip executives with the tools, frameworks, and strategies they need to lead this transformation effectively.

Leadership Engagement Programs
We have a number of engaging programs to keep your C-Suite linked to your client’s experience with your products, services and support teams. One such program is the empathetic customer journey program Client for a Day.

Client for a Day
We help setup a day for your leadership team to walk a mile in your customer’s shoes by experiencing your products, services and support first-hand in a mock-client for a day. They’ll perform everything from simple tasks up to challenging experience felt by your more sophisticated clients touching on all aspects of product, services and support. If there are aspects of your client’s journey that are a challenge, your leadership team will live it, and walk away with the clarity of action to improve the experience.

While we believe there is substantial value in leading the Executive team through their own client’s experiences, all the Executive Engagement programs can be organized for any internal audience of employees and partners.

Client-Centric Product Development

Driving client-centric thinking within product development teams can be challenging, but once teams see the value of early and ongoing client engagement, the results speak for themselves.

At CXInnovation, we help product teams integrate client listening into every stage of the development process, ensuring that customer needs and feedback shape the direction of your products.

Our Product-oriented client-listening programs have helped ensure better products are delivered that solve real client challenges as well as prevented products from moving into the development phase that clients and partners had no intention of using after launch saving millions in development, marketing and support.

What You’ll Get: An executive engagement strategy that works with your company’s culture and paves the way to fostering alignment between business strategies and client outcomes. Executives must demonstrate what it means to prioritize client experience in every decision. By modeling customer-first behaviors, they encourage a mindset shift that cascades through the organization. We will help you bring one or more leadership members onboard with the following approach:

CX Leadership Playbook: Leaders play a pivotal role in aligning business objectives with client outcomes. We guide executives in setting measurable CX goals that drive growth, retention, and loyalty.
CX Vision and Strategy Framework: We deliver a clear and actionable CX vision document that executives can communicate across the organization.
Executive CX Workshop: When executives champion customer experience, they empower teams to take ownership of the client journey. We provide guidance on how to support, equip, and encourage teams to be proactive in delivering exceptional client experiences.
Accountability and Ownership: Executives must hold themselves and their teams accountable for client experience metrics. We assist in setting up systems for tracking progress and ensuring continuous improvement toward customer-centric goals.

How We Help Integrate Client Feedback

Early-Stage Validation Programs: We help you establish lightweight client engagement programs that connect product teams directly with customers early in the development process.
Gated Development with Client Feedback Sessions: For more structured integration, we implement gated feedback stages where client or partner feedback is required before advancing through development milestones.
Embedded Client Listening in Agile Development: Agile development thrives on iteration, and integrating client feedback into this process ensures your products are continually aligned with user expectations.
Customer Feedback Integration for DevOps: For teams embracing DevOps, we help integrate customer insights into both the development and operational phases.
Post-Launch Customer Insight Gathering: Even after a product is launched, gathering client feedback remains crucial. We help you establish the appropriate listening programs to keep the product teams engaged while ensuring the new features or product is delivering value to clients. The ability to successfully tell the ROI story about new feature or products is as important as delivering it to begin with delivers.

ACCELERATE ACTION WITH MACHINE LEARNING

Unlock the Power of Your Client Feedback with Machine Learning

At CXInnovation, we empower enterprises to harness the full potential of Machine Learning (ML) to transform their client experience. Our advanced Client Experience Machine Learning Model merges client sentiment data with operational and profile data to deliver a comprehensive view of which clients are having poor experiences—and what you can do about it.

Key Capabilities of Our CX Machine Learning Model:

1. Merging Client Sentiment, Profile, and Operational Data

Our model integrates diverse data sources to provide a holistic view of client experience:

Sentiment Data: We analyze customer feedback from surveys, reviews, support interactions, and social media to detect dissatisfaction, frustration, or enthusiasm in real-time.
Profile Data: Understanding client demographics, past purchases, product usage, and more allows us to personalize interventions.
Operational Data: By incorporating data such as service delivery times, product performance, and interaction history, we can identify friction points or operational bottlenecks impacting your client experience.

The result? An accurate identification of which clients are having a suboptimal experience, across your entire client base, and pinpointing the root causes driving these issues.

2. Predicting and Prioritizing Client Actions with a Next Best Action Engine

Once we’ve identified which clients are experiencing poor interactions, our Next Best Action Engine comes into play to recommend the optimal action that should be taken. This includes:

Action Prioritization: Our model automatically prioritizes clients based on urgency, potential revenue impact, and long-term retention value.
Engagement Channel Load Balancing: Actions are dynamically distributed across available engagement channels—whether that’s email, phone, in-app messaging, or customer support teams—to optimize the workload and ensure no channel is overwhelmed.
Efficient Resource Allocation: Our engine ensures that the right teams, such as sales or customer success, are taking the right action at the right time.
Cost Management: Getting the biggest CX impact for the least cost is the goal of the Next Best Action Engine. The engine will optimize over time to test lower cost engagement channels and weigh their impact against the cost, reducing cost over time.

3. Action Efficacy and Cost Optimization

Once actions are initiated, it’s crucial to measure their impact and continuously refine your strategies for maximum efficiency. Here’s how we ensure your interventions drive results:

Efficacy Measurement: We measure how well each client engagement action performs, whether it’s improving customer satisfaction, retention, or driving upsell opportunities.
Cost of Outreach: Every outreach method comes with a cost—whether it’s deploying human resources or using automated engagement systems. We measure the cost-effectiveness of each outreach strategy and help drive toward lower-cost intervention methods that are equally effective over time.
Iterative Optimization: Through machine learning, our models continually refine and improve over time, ensuring that outreach actions get smarter, more efficient, and more impactful with each client interaction.

4. Lowering Costs and Improving Client Engagement Over Time

One of the key benefits of using AI-driven machine learning is that it allows you to constantly improve the balance between client engagement efficacy and operational cost:

Cost-Effective Engagement: We identify which outreach methods deliver the highest impact with the lowest cost, helping you engage more clients while reducing resource allocation.
Action Refinement: As the machine learning model matures, it identifies patterns that lead to more streamlined client recovery efforts—resulting in reduced churn, increased retention, and higher profitability.
Smarter Engagement Over Time: Our machine learning engine gets smarter with every interaction, refining the Next Best Action and delivering increasingly accurate predictions and action plans.

Why Partner with CXInnovation for Client Experience Machine Learning?

At CXInnovation, we take a holistic approach to improving client experience through machine learning:

Customizable Solutions: Our models are tailored to fit your business needs, integrating seamlessly with your existing data ecosystem and client engagement tools.
Scalable Approach: Whether you’re managing a small client base or a global enterprise, our machine learning capabilities are designed to scale alongside your business growth.
Data-Driven Outcomes: We help you move beyond reactive client experience management to proactive, data-driven decision-making that enhances your bottom line.

Ready to Harness Machine Learning for Superior Client Experience?

With CXInnovation, you can tap into the power of machine learning to enhance client engagement, reduce churn, and deliver long-term customer loyalty. Our Client Experience Machine Learning Model helps you stay ahead of customer issues, automate proactive interventions, and continuously improve your client relationships.

Contact us today to learn how we can help you revolutionize your client experience with machine learning.

Bridging The Gap

Client listening programs are essential, but many fail to learn from the valuable feedback they collect. CXInnovation.ai bridges this gap. We equip you with the tools and strategies needed to proactively improve the client experience—across all clients, not just the vocal few.

Partner with us to evolve your client experience and turn insights into action.

Data-Driven Expertise

Our expertise is powered by AI but goes beyond it. We analyze customer data holistically, uncovering valuable insights that categorical reports often miss. By understanding context and leveraging advanced tools, we help organizations make sense of client feedback at scale.