Voice-of-the-customer insights are incredibly value for business-wide strategic planning. In this video, Alison Miles shares examples of how Connexus Energy used Creovai to uncover conversation insights that helped them prioritize improvements.
[0:00]
Alison
We're in our strategic planning time right now and looking at what the goals for next year are going to be. What are our strategic objectives going to be? We do a three-year strategic planning timeline as well, and next year is when we'll develop the next three-year plan.
[0:26]
Alison
One of the things that we've been able to do is we start to have these conversations--you know, we’re looking at reducing customer effort. We're looking at how we can better serve our members. As we look at those things, it's been really interesting and helpful to quickly use some of that basic Creovai functionality.
[0:47]
Alison
[For example], we're looking at adding additional payment options next year. I can now go into Creovai and type "Venmo," "PayPal," I can type in these words to see how often our members have actually asked for those things. How often have we had a payment conversation where someone said, "That's something I need"?
[1:07]
Alison
I never would've been able to do that before. It would've been an email to the contact center—"Hey, how often do you guys feel like you're getting this?" To be able to prioritize these improvements without even having to ask our members, I think that's one of the really beautiful things [about Creovai].
