[Case Study] Uncovering the link between employees and customers

You can download the case study here.

It probably comes as no surprise to you, or anyone, that there’s a link between how happy your employees are and how satisfied your customers are, especially in service-oriented industries. Analysts (what would we ever do without them?) have even been able to quantify that link… and multiple times over, too. Higher employee engagement leads to both 22% higher productivity¹ and – if cash money is more interesting to you – increasing employee engagement by 5% results in a 3% increase in revenue.²

These statistics are all well and good, but how does that translate to individual companies? We would hope that most companies care about their employees being happy and engaged with their jobs… but what will make employees happy at a specific company? What actions can a company take that will positively impact employee engagement and will also have an impact on customer satisfaction?

A global telecommunications company came to us with those exact questions. In an industry as cutthroat as theirs, even a minor spike or drop in customer satisfaction and employee engagement can be the difference between beating out competitors or rapidly losing market share.

The Business Analytics division of this company suspected that there was a link between their customers and employees, but needed to find evidence in their data. They collected over 1.325 million anonymous customer and employee comments from several contact center surveys and employee feedback surveys.

That data was fed into Luminoso Analytics, which applied artificial intelligence (AI) and natural language understanding (NLU) to process and build an interactive visualization of the data in less than 10 minutes. The analysts could then explore the data to uncover key topics in the data and uncover links between employee engagement and customer satisfaction.

Download the case study to get more information about:

  • How using artificial intelligence (AI) and natural language understanding (NLU) helped the company automate their analytics process and minimize bias
  • The process that the company’s analysts followed to identify key topics and trends across datasets within a matter of minutes
  • How the company was able to use the insights they uncovered to improve their business processes

 

  1. Baldoni, J. (7/4/2013). “Employee Engagement Does More than Boost Productivity.” Harvard Business Review.
  2. Aon Hewitt. (2015). 2015 Trends in Global Employee Engagement.

 

Want to learn more about Luminoso?  Ask us for a demo   or get more information at   www.luminoso.com!

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