Turn user experience feedback into insights to improve the way your enterprise responds to change
Success in the experience economy demands prioritizing employee and customer experience quotient. Effective transformation demands connected business functions and an experience-led approach.
Firms can turn experience data into insights to improve touchpoints, forecast impact, and boost efficiency. Genpact's framework quantifies experiences to lift performance, align operations with goals, and give a competitive advantage.
The art and science behind Genpact's User Experience Enhancement Index
Stakeholders, including employees and customers, provide unbiased feedback throughout the process. Employee personas address operational challenges, while customer personas represent end-consumers. The framework evaluates user experience across stages, offering transformation recommendations. It ensures a 360-degree view by focusing on trust, transparency, timely responses, seamless process handoffs, and improved collaboration and communication at key touchpoints.
Empathize using advanced sentiment analysis for enhanced user experience
The assessment by UXnxt, Genpact's proprietary framework, starts by analyzing sentiments across customer journeys for each persona. Using evaluator feedback and preloaded, customizable metadata, it highlights emotions like frustration, neutrality, or inspiration while flagging outliers for deeper root cause analysis. It adapts to advances in tech, incorporating audio-visual tools to drive precise sentiment insights and guide meaningful, action-oriented discussions.
Synthesize feedback into action with real-time experience analytics
A powerful dashboard quantifies feedback, visualizing sentiments across ecosystems. It bridges gaps between employee and customer experiences, analyzes key personas, and identifies business impact deficits. By comparing journeys across functions on vital dimensions, it pinpoints priorities for maximum outcomes. Advanced AI and machine learning uncover root causes, highlight inefficiencies, and offer a visual blueprint of stakeholder journeys for strategy optimization and targeted improvement.
Customize recommendations powered by data insights
Processed data is run through a cutting-edge recommendation engine, pinpointing key areas for transformation across business structures, processes, technology, and data. These insights, based on millions of experience touchpoints, offer prebuilt, targeted solutions to enhance user experience dimensions. For complex issues like redesigning dashboards or fixing UI problems, Rightpoint experts provide in-depth diagnostics, ensuring tailored and effective improvements.
Prioritize actions to deliver meaningful business transformation
The final step in the framework helps business leaders prioritize actions based on impact. After assessing and visualizing user experience, leaders gain a clear roadmap, knowing where to begin and what to focus on. This iterative approach turns insights from critical touchpoints into strategic decisions, enabling proactive changes that drive sustainable progress. It's not just about knowing what to fix but understanding how to create lasting transformation.