We start by evaluating and reporting on your prospect and customer tele, chat, and email interactions with the TPG Compendium™. Going beyond typical cognitive computing analysis, our AI-powered tools leverage 20 years of proprietary CX data to map customer interactions against 100+ behavior-driving communication attributes. We assess talent skill, acquisition process, voice of customer, voice of talent, mystery shopping, and compliance auditing to capture key CX learnings.
We turn data into insights, creating an analytics-backed CX action plan. Using AI to isolate key, brand-specific customer sentiment data, we create a brand-specific TPG Index™ to measure transformation, and identify & quantify ROI opportunities. Our Predictive Experience Modeler tool runs simulations so you can actually see achievable outcomes.
We activate transformative CX changes across your brand’s channels. TPG provides change management leadership and straightforward tools that drive ROI impact behaviors. Through agent coaching, performance management, and dialogue strategy, we help you execute intelligent CX.
We’re constantly working to measure and improve customer interactions to meet business goals. That means we continuously study the impact of CX changes to your brand’s unique TPG Index, factoring in CSAT surveys, Net Promoter Score, Customer Lifetime Value, Average Order Value, workforce management, and competitor analysis. We iterate, enhance, and go after new ROI opportunities.