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Transform Customer Experience with Data Analytics

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Beyond the Arc’s data mining and text analytics help you take action to improve customer experience across numerous touch points. Our Social Customer Insights service leverages social media to capture valuable information that helps you align your efforts with key business goals.

Social Customer Insightssm

Our social media analytics service helps you get the most value from your social media and customer experience programs. Social Customer Insights can effectively identify service breaks, emerging issues, and trends in sentiment so you can:

  • Take action to reduce risk and preserve your brand
  • Increase brand awareness and build community
  • Define metrics to benchmark
    your efforts
  • Create strategies to increase customer engagement
  • Understand how competitors are using social media
  • Identify opportunities to grow business

How to Drive Customer Experience Improvements

data mining

Data mining and text analytics - Helps you understand your customer and answer key business questions to focus your efforts for the greatest impact. Our machine learning tools mine data and text across structured and unstructured sources to deliver insights for:

  • Customer experience strategy
  • Profitability analyses
  • Customer segmentation
  • Business forecasts & balanced scorecards
  • Customer satisfaction analyses
  • Churn and attrition analyses

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data mining

Voice of the Customer - Find out what your customers are saying, and how to act on it to improve customer experience.

It starts with collecting good data... we can help you improve your methodology, questionnaires, and research techniques across multiple channels.     

We can analyze this data, along with customer feedback from other listening posts, and transaction and demographic data, to help you gain a holistic view of your customers. We’ll also help you act on this knowledge to improve customer experience and differentiate your company in a crowded marketplace.

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data prediction

Predictive analytics - Optimize business strategies by forecasting future behaviors and events from patterns in historical data.

Using statistical models and business understanding, our analytics team can transform your existing data into actionable insights. Predictive analytics offers a variety of strategic uses --from customer retention to fraud detection, predictive analytics can help you increase profits, mitigate risks, and significantly lower costs.

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The State of Social Media in Financial Services (pdf)
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Social Media Analytics Delivers Insights on American Express (pdf)
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