Overview
Customer Experience Center makes it easier for users to collect and analyze textual feedback/ response data from sources like Surveys and Timeline. Once the data is collected, the CX Center automatically provides advanced analytics, including sentiment assessment, to help improve your customer experience, predict market trends, identify potential churn, and recommend necessary steps to increase product usability.
CX Center collects data from sources like Gainsight Surveys and Timeline. It allows admins to select text feedback source(s) and also to add topics and keywords to capture and provide better analytics on a particular topic.
Once the Gainsight admin enables the CX Center, admins can configure data sources and topics. Then, Gainsight users can view all of the analytics on the CX Center Dashboard page and can create/modify dashboards with available widgets and add global filters as required.
IMPORTANT: Customer Experience Center is available as a paid add-on to our Customer Success platform. For more information on how to license this feature, please contact your Gainsight account manager.
Impact Analyzer(NEW)
Impact Analyzer helps identify the underlying factors that are affecting key customer experience metrics (called outcomes) like NPS® and CSAT, by classifying them as strengths and areas of improvement. Impact Analyzer works by analyzing the survey responses, scorecards, and company attributes stored in the Gainsight company object. Our AI-based model identifies patterns in your data to bubble up your strengths and opportunities for the business KPI such as NPS®.
Impact Analyzer uses the power of Artificial Intelligence (AI) to uncover how different drivers (such as scorecard measures, customer sentiment) impact business goals like NPS® and renewals so teams can identify which areas to focus on the most.
CX Center is a family of capabilities that exists in Gainsight today that combines data from a number of sources and uses the power of AI to summarize the most important customer experience signals.
IMPORTANT: When the new packaging is rolled out, CX Center and Impact Analyzer will be impacted:
- Essentials and Enterprise packages get Basic CX: NLP on survey data and Impact Analyzer
- Essentials+ and Enterprise+ packages get Advanced CX: Multi-source/channel NLP (surveys + Timeline activities) and Impact Analyzer
Business Use Cases
User Roles: CX User, CS Operations, Customer Insights/Analytics, Leaders, and Executives.
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As a CX User, you want to understand customer sentiment based on Survey feedback, and also Timeline activities or emails. For example, you may want to analyze Onboarding feedback and the likelihood of Renewal for the next quarter, so your admin can define these topics in the CX Center to analyze the customer sentiment. With CX Center, you can derive insights such as:
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Trend analysis on your data to examine how customer sentiments are changing over time (eg. quarter to quarter).
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For deeper insights, you may want to drill down into specific Surveys like NPS®, CSAT, or Timeline entries for EBRs, to identify the topics/keywords that are most important and see how they are related to your customer sentiments.
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As a CX User (Manager), you might want to know how Sentiment or NPS® is correlated with financial outcomes like recurring revenue. You can achieve this by using the Revenue Matrix widget in CX Center where you can analyze how the Sentiment or NPS® is correlated with your Company’s revenue.
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(NEW) As a CX User, you can optimize your Customer Success strategy by uncovering the impact on top business goals and identifying where your team should focus their efforts with Impact Analyzer. You can also view full analyses with detailed reporting and rich data points and group similar drivers with common theme.