Solution · Experience Management

Understand what customers experienced, and why it occurred

Quality management indicates how a single call was handled. Experience intelligence establishes what the customer experienced across every channel used, what caused it, and who is able to resolve it.

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Experience IntelligenceTalk to X-Shift

Overview

A single view of the experience, assembled from every signal

Most organisations hold six partial views of the same customer, with no means of aligning them.

Call analysis indicates how a conversation proceeded. Surveys indicate how the customer states they felt. Case data indicates what was resolved. Read separately, they yield three different accounts of the same week. Read together, against the same customers and the same dates, a drop in satisfaction can be traced to a specific step in the service rather than to a team.

The analysis layer is X.Vibe, built by X-Shift. It extends beyond a quality tool in breadth: surveys and unprompted behaviour; voice, digital and video; case outcomes and service performance. All are analysed together, rather than as separate reports that must be reconciled manually.

Signals

What the intelligence is built from

The picture is only as complete as the signal set behind it. Each signal is analysed in the language in which it occurred, and linked to the same customer and the same journey.

Voice calls Inbound and outbound
Chat and messaging Live and async
Email Threaded and attached
Social Public channels
Video interactions Face to face
Cases and outcomes What was resolved
Surveys Stated feedback
Service performance Speed and outcome
X.Vibe experience intelligence One analysis layer across solicited feedback and observed behaviour

The model

From signal to a decision with an accountable owner

Each stage narrows the question. The value lies not in the analysis but in the final stage, which assigns the finding to a team.

01

Signals

Voice, chat, email, social, survey and video experience indicators.

02

Intelligence

One analysis layer over every signal rather than a tool per channel.

03

Sentiment, intent and quality

What the customer required, how it felt and how it was handled.

04

Root cause and risk

Which process, team or policy is generating the contact originally.

05

Owned action

A designated owner, a change and a measurement against the baseline.

The experience intelligence chain

What it produces

What the organisation was previously unable to state

Ordered by how frequently they influence a decision, not by how simple they are to compute.

01

Root cause

The specific process, policy or message behind repeat contact and complaint volume, identified, ranked and attributable to a team.

  • Repeat-contact drivers
  • Complaint themes grouped across channels
  • The upstream step that generates the demand
02

Experience risk

Interactions and customers carrying elevated risk, identified from the combination of signals rather than from any one of them.

  • Negative sentiment with escalation
  • Repeat contact on an open case
  • Quality failure on a regulated interaction
03

Sentiment and intent

What the customer required and how they felt about the outcome, tracked throughout the interaction rather than recorded at the end.

  • Effort and emotion through the interaction
  • Shift in sentiment after each resolution step
  • Stated intent against the eventual outcome
04

Quality

How service was delivered against your own standard, at a level of coverage that manual evaluation cannot attain.

  • Automated evaluation
  • Compliance and disclosure checks
  • Coaching evidence
05

Experience trends

Movement over time separated from normal variation, so that a review acts on genuine change rather than on the shape of a line.

  • Week-on-week movement per journey
  • Volume shifts against the seasonal baseline
  • Early signal of an emerging theme
06

Video experience indicators

Observable engagement signals from remote and assisted video service, read alongside the transcript, the case and the outcome.

  • Engagement and attention through the session
  • Emotional cues aligned to the transcript
  • Connection quality against the outcome

Product experience

The analysis and its findings

Interactions are analysed across channels, scored against your framework, and grouped into the patterns that explain the volume. What is surfaced to a team leader is a specific moment with evidence attached; what is surfaced to the operation is a cause with an owner.

X.Vibe · Experience intelligence Illustrative
SOURCES ANALYSED Voice Chat WhatsApp Email Social Video Cases Surveys ANALYSED INTERACTIONS Voice · 08:42 Billing dispute Negative At risk WhatsApp · 09:15 Delivery status Neutral Voice · 09:31 Account closure Negative At risk Chat · 10:02 Password reset Positive Video · 10:40 Remote onboarding Neutral Review + 1,842 more interactions this week… WHAT THE ANALYSIS FOUND Compliance Required disclosure missed on 3 of 41 sale calls Sentiment Turns negative at the fee explanation, not at hold Root cause One billing message drives 22% of repeat contact EXPERIENCE TREND -8.4% vs last week Mon Wed Fri Sun

A purpose-built illustration of the X.Vibe workspace, not a screenshot.

Video use cases

Where the video signal adds value

Four situations in which reading the session alongside all other signals changes the organisation’s next action.

01

Virtual Branch service experience with X.Vibe

Situation

Remote onboarding sessions are completed, but a proportion of customers abandon them partway, and nobody can identify at which step or why.

What happens
  1. Identify the customer
  2. Create and classify the case
  3. Apply SLA and owner
  4. Resolve and close
Outcome

Engagement signals are read alongside the transcript and the case, so the step where customers disengage is identified and the journey is redesigned around it.

Commonly applied in Banking and across other sectors

02

Remote assistance quality with X.Vibe

Situation

Guided video assistance is rated inconsistently, and the quality team can review only a small number of sessions retrospectively.

What happens
  1. Identify the customer
  2. Create and classify the case
  3. Apply SLA and owner
  4. Resolve and close
Outcome

Sessions are evaluated against the same standard as voice and chat, with visual cues incorporated into the assessment of how the session was handled.

Commonly applied in Utilities and across other sectors

03

Service friction analysis with X.Vibe

Situation

Beneficiaries repeatedly request clarification during remote assessment, and the assessment team treats each instance in isolation.

What happens
  1. Identify the customer
  2. Create and classify the case
  3. Apply SLA and owner
  4. Resolve and close
Outcome

Repeated points of hesitation are surfaced as a pattern across sessions, so that the instruction or form causing them is corrected at source.

Commonly applied in Government and across other sectors

More ways to apply it

High-risk interaction review with X.Vibe

Negative sentiment, escalation, repeat contact and quality findings are correlated, so sessions carrying risk are surfaced for review while there is still time to act.

Healthcare
Explore by industry

These applications are illustrative. What is observable in any deployment depends on session quality, consent and the retention position agreed with your privacy function.

Insights

What it surfaces

Joining the signals is the means. The following are the conclusions that the organisation is then able to state.

01

Pain points, named

What customers find difficult, in the words they used, ranked by recurrence rather than by the loudest escalation.

X.Vibe · Experience IntelligenceIllustrative
FEATURE Pain points, named By segment Patterns, not incidents 88% Recommendations with evid… 71% Where attention should go 64% Voice 43% Digital 29% Period rolling 12 weeks Figures illustrative

The challenge

Partial views of the same customer

Read this as a test of fit. If your experience reporting already explains cause and reaches the team that owns it, this is not the programme you require.

HOW IT WORKS TODAY How experience is measured today Survey results in one report, interaction quality in another, case outcomes in a A score that moves without anyone being able to identify which part of the business drove the movement Voice analysed, digital sampled, video not analysed at all Repeat contact counted but never traced to the message or process behind it Risk identified after the complaint rather than during the interaction Findings presented to a forum with no authority over the cause WHAT IT BECOMES What one intelligence layer changes Solicited and observed signals read together, against the same customers Movement in a score attributable to a service step, a channel or a site Voice, digital and video analysed on the same framework Repeat-contact drivers named, ranked and assigned Elevated-risk interactions surfaced from the combination of signals Each finding routed to a team that can change the cause

Outcomes

What changes for the organisation

The test is whether anyone outside the experience team behaves differently as a result of what the analysis found.

01

One account of the experience

One account of the experience rather than several that require reconciliation

02

Causes named and owned

Causes named and owned rather than scores reported and discussed

03

Coverage across the estate

Coverage across the interaction estate rather than a manual sample

04

Risk visible in time

Risk visible while the relationship can still be recovered

05

Video on the same basis

Video service measured on the same basis as every other channel

06

Improvement evidenced

Improvement evidenced by re-measurement rather than asserted

Common questions

What buyers ask before committing

Next

Where to go next

Run it against one month of your own signals

A sample across your interactions, cases and survey responses for a single period, analysed together and delivered as the causes behind that month’s contact volume.

Applicable where you can describe what occurred last month but not why.

Request an analysis

Establish the measurement framework first

CX Measurement & Performance defines what the organisation measures, what each indicator is for and who must respond to it, so that the intelligence has a defined destination.

Applicable where experience results are reported reliably but rarely acted upon.

CX Measurement & Performance

Where the gap is one of authority rather than insight, X-Shift will advise accordingly and propose the measurement and governance work first.

Where this sits

Related

Runs onX.VibeThe experience intelligence platform that underpins this solution.
Deployed asQuality Management & Interaction AnalyticsEvaluation against your own scorecard, at full coverage.
Deployed asVoice of Customer & Experience ManagementThe listening architecture that supplies the solicited signal.
Designed byCX Measurement & PerformanceThe framework the intelligence is measured against.

Also relevantVirtual BranchContact Center Transformation

Technology that enables it

What this is built on

These are platforms that X-Shift builds and supports. Where your estate already covers one of these, the engagement becomes integration and operating model work rather than a platform deployment, and X-Shift will advise accordingly.

AI-Powered Experience Intelligence Platform

Understand what occurred in every interaction, and why it continues to occur.

Explore
Interaction analysis Illustrative
Sources analysed
VoiceChatWhatsApp EmailSocialVideo CasesSurveys
Analysed interactions
Voice · 08:42 Billing dispute Negative At risk
WhatsApp · 09:15 Delivery status Neutral
Voice · 09:31 Account closure Negative At risk
Chat · 10:02 Password reset Positive
Video · 10:40 Remote onboarding Neutral Review
Voice · 11:18 Refund request Negative
What the analysis found
Compliance

Required disclosure missed on 3 of 41 sale calls

Sentiment

Turns negative at the fee explanation, not at hold

Root cause

One billing message drives 22% of repeat contact

Experience trend
Rolling, across every analysed interaction

X.Vibe - illustrative interface, not a product screenshot.

Is this the capability you require?

Describe what is not working today, and we will advise whether this is the right answer, a smaller piece of work, or an entirely different problem.

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