Forces of CX AI

Why Forces of CX AI?

Every day, your customers tell you exactly what they need, through surveys, call centre conversations, emails, social posts, and more. But in most organisations, that wealth of unstructured feedback remains untapped.

Forces of CX AI turns your existing text data, in any language, from any source, into a clear roadmap for customer experience improvement. Powered by GenAI and grounded by Ipsos' behavioural science-based Forces of CX framework, it identifies the six key drivers that shape every customer relationship, helping you understand when and how relational needs should be met.

What makes Forces of CX AI so effective?

1. Forces of CX AI is language-agnostic, so it can be applied to any text data.  
2. A Large Language Model identifies references to each customer experience force in your data tags and quantifies them.  
3. Existing text analytics (or new standard experiential topics) are cross-referenced with the Forces of CX to understand the concrete experiences that underpin each Force. 

Here are the three steps included in the analysis of your customer relationship data:

1. Quantify: Identify which Forces matter most at key moments in the customer journey.
2. Diagnose: Unearth the concrete experiences that contribute to each Force, understand where performance is strong and where there are pain points and omissions, and develop a plan to amplify the most important Forces at the right journey moments.
3. Ideate: Leverage AI for fresh perspectives in final action planning stages. The ideate stage can include clear action points, workshops, and expert opinions from our advisors and analysts. 

The 6 Forces of CX

Explore our framework, which is based on behavioural science. 

Two distinct service options available for you

1. The Overview for a high-level view on how the Forces shape the customer relationship in your organisation
   - Quick turnaround
   - Cost-effective
   - Best for initial exploration or executive summaries
    
2. The Deep-Dive for a comprehensive diagnostic of your customer experience ecosystem
   - More thorough analysis
   - Links Forces to specific operational experiences
   - Enables targeted action planning

Your benefits

• Understand how customers feel at different moments of the experience/journey
• Diagnose what is driving positive and negative sentiment at these key moments
• Design and deliver the actions to better meet customers’ needs
• Optimise the experience you deliver to your customers 

Contact our Customer Experience experts today.