CX Powered by Uni Systems
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Uni Systems is a 174 million euro systems integrator that has been in the ICT business for over 40 years. It has over 1300 consultants and technology professionals operating across 300+ projects in 57 countries. 89% of its revenues come from services. Customer experience is handled by all departments across an organization, not just customer support or marketing. Uni Systems helps companies measure and improve their customer experience through integrated customer relationship management systems, contact center technologies, digital onboarding, voice of customer programs, and customer journey management tools that provide a holistic view of the customer.
CX Powered by Uni Systems
- 1. CX Powered by Uni Systems Maria Kounaki Customer Experience Consultant, Uni Systems
- 2. Uni Systems in Numbers 174 M #1 13% 300+ 25+ 1300+ 57+ 40+ 89% systems integrator in the domestic market annual turn-over CAGR in revenues countries of operation years of experience in finance & telecoms consultants & technology professionals of revenues from services customers across Industries & geographies years in the ICT business
- 4. Create Experiences Your Customers Will LOVE. “Customer Experience (CX) is the overall perception customers have about a brand, resulting from the interactions with the brand’s products or services.”
- 5. Who Handles Customer Experience? 2018 Survey
- 6. marketing customer service public relations customer success contact center rep product management human resources IT finance procurement sales business analytics UX manager leadership (CxO) data analytics customer journey manager All departments are involved in Customer Experience! Democratizing Customer Experience
- 7. Measuring Customer Experience Action • Purchasing behavior • Average Resolution Time • First Contact Resolution (FCR) • Call wait time, website errors Results • Conversion Rate • Churn Rate • Customer Acquisition Cost • Customer Lifetime Value • New Customer Acquisition Rate • Loyalty Offer Redemption Rate Outcome Metrics Related to: Acquisition, Retention, Loyalty, Conversion Data Sources: Financial / transactional data Perception Metrics Related to: Satisfaction, Ease Data Sources: Surveys, Sentiment Analysis Interaction Metrics Related to: Behavioral characteristics Data Sources: Digital Analytics, POS, Call Center Experience • Customer Satisfaction (CSAT) • Customer Effort Score (CES) • Net Promoter Score (NPS)
- 8. Your Customer At The Spotlight CRM All-in-one Contact Center At Uni Systems we empower organizations through Integration, Automation, Real Time Customer Journey Management & Data Driven CX Strategies. In-store CX Technologies Digital Onboarding Voice of Customer Customer Journey Management Integrated Data Driven CX
- 9. Thank you!