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Industry Research : Frost & Sullivan Study Highlights Use of Nexidia Interaction Analytics
Nexidia, a provider of customer interaction analytics solutions for business transformation, announces a new Frost & Sullivan case study that highlights Blue Cross and Blue Shield of North Carolina’s use of Nexidia’s Interaction Analytics to improve their customer experience by integrating the Voice of the Customer (VOC) throughout the organization.
The recently published study, "Nexidia and Blue Cross and Blue Shield of North Carolina – Voice of the Customer (VoC) Analytics to Increase Clarity and Ease of Use for Customers," highlights how Blue Cross and Blue Shield of North Carolina (BCBSNC) has leveraged Nexidia’s Interaction Analytics to analyze customer interaction data in order to pinpoint and resolve key operational and service challenges. The study details how BCBSNC shifted to a statistical decision making model driven by empirical data, enabling management to rapidly investigate customer experience challenges as well as better prioritize and align resources.
According to Nancy Jamison, Principal Analyst, Customer Contact for Frost & Sullivan and author of the study: "Nexidia’s work with Blue Cross and Blue Shield of North Carolina is an excellent example illustrating the tangible value of formally integrating the voice of the customer into the fabric of the entire organization. The real key is to drive change across the organization, which benefits the customer in many more ways than just improving contact center performance."
To adapt to dramatic changes in healthcare industry regulations, BCBSNC has undergone a shift from a business-to-business toward a business-to-consumer focus. The company turned to Nexidia to help maintain its high member service ratings, as well as minimize operating costs while keeping up with rising call volume, service complexity, and customer expectations.
The case study details examples of how BCBSNC’s new Voice of the Customer program enabled root-cause analysis to uncover customer insights that were cascaded across the organization. This includes an example of how insights gained from Nexidia’s Interaction Analytics into BCBSNC’s critical, annual open enrollment period resulted in streamlined operations and a vastly improved customer experience.
"Because there is so much to do in healthcare today and because of the changes underway in the industry, you really want to invest in the consumer experience, but everyone is challenged with capacity and resources," commented BCBSNC’s Director of Customer & Consumer Experience, Gretchen Gray. "I believe that unless you use this approach, I don’t know how you pick your priorities and focus. Speech analytics is one of the main tools we have that helps us say ‘here is where we can have the most impact’ and ‘here’s what I need to do better or differently to assist my customers’."
"BCBSNC has discovered the tangible value of adopting and formalizing a data-driven approach to truly understand what their customers need and where they should be focusing their efforts as a company," said Nexidia President and CEO John Willcutts. "Frost & Sullivan recognizes that innovative solutions such as Nexidia’s play a critical role in capturing those insights and driving customer experience and operational changes throughout the entire enterprise."
Posted by Veronica Silva Cusi, news correspondent
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Published: Tuesday, March 26, 2013