Customer Experience Management (CEM)
CEM is foundational for any customer experience (CX) program – but doing it well takes both rigor and vision. We offer services to help you mature your Voice of the Customer (VoC) program and drive customer experience growth. As a Medallia and Qualtrics Partner, we work with your existing CEM platform to improve reporting, amplify insights, and enable customer-centric decision-making.
With a human-first approach to data and a behavioral science lens, OGC Global goes beyond conventional methods and specializes in machine learning and other advanced modeling techniques to unlock insights and augment traditional research and analysis. Our whole practice is dedicated to pulling data from CEM platforms and evaluating it in conjunction with other operational components of the business to drive key decisions.
Customer Experience Management
In 2021, a Fortune 100 credit card company sent an annual customer experience survey across global markets in English and local languages, requiring several steps of review and approvals from local translators and legal teams. OGC Global streamlined the local review process, saving time and reducing errors by 85-90%.
A Fortune 100 telecommunications company wanted to understand what home internet, mobile, and streaming service bundling concepts would attract consumers. Using our Agile Plus framework, OGC Global produced valuable research at half the cost and a third of the time of a full custom study. By discovering actionable high-level insights, we answered this question in time to inform key strategy conversations.
A financial investment company was working on creating a central hub of data, including financial metrics, demographic information, customer experience data and operational data. OGC Global produced a set of Tableau dashboards to help visualize all of this data together, looking at relationships between data sources, and comparing key segments to see where business improvements can be made, leading to insights the company had never been able to see previously.
Quantifying CX ROI through Behavioral Modeling and Simulation
In 2023, a major insurance provider sought to understand the impact of customer experience (CX) and loyalty programs on policy renewal. OGC Global conducted an extensive analysis to quantify the ROI of CX improvements, leading to strategic changes that boosted annual recurring revenue (ARR) by over $50 million.
As a Medallia and Qualtrics Partner, we work with your existing CEM platform to improve reporting, amplify insights, and enable customer-centric decision-making. We offer services to help you mature your VoC program and drive customer experience improvements.
Who We’ve Worked With
Or Gorsky | CEO