EP16 - The Experience Helix

Customer satisfaction has long been measured as a lagging indicator, a retrospective score collected after the experience has already been delivered. By the time the data is analyzed and acted upon, the customer’s perception has been formed, the operational failure has occurred, and the opportunity for real-time intervention has passed. This whitepaper introduces the *Experience Helix™*, a proprietary framework that transforms the static layers of a traditional service blueprint into a dynamic, AI-powered *knowledge graph* (Customer Digital DNA or CX-DNA). Using *Graph Neural Network* *(GNN)* algorithms, the framework computes a *Predictive Customer Experience* *Satisfaction Score (pCXSAT)* in real time estimating the customer’s likely satisfaction, during the interaction, not after it.

The Experience Helix addresses five fundamental limitations of traditional CX measurement :

1. static snapshots that cannot keep pace with behavioral change
2. qualitative interpretation that cannot scale
3. inside-out perspective that misses the customer’s lived reality
4. siloed data that fragments the picture
5. reactive problem-solving that intervenes too late.

Register and get your own copy of whitepaper here : https://tinyurl.com/58d8978t

Download the slideset here : https://tinyurl.com/443bm47p

Видео EP16 - The Experience Helix канала Hitesh Bagai