Register for free to
view the full innovation profile.
MyCustomerLens is a real-time feedback aggregation platform. It uses AI to instantly connect & summarise all your client-related feedback to make fast informed decisions.
About
MyCustomerLens is a real-time feedback aggregation platform that puts client listening on autopilot. It's an automated, flexible, and scalable solution to a common problem amongst professional services firms. Over the last 18 months, digital transformation has swept through professional services. Personal relationships became digital overnight. How clients wanted to engage with firms changed. Despite strong client relationships being vital to protecting and growing revenues, firms have been slow to change how they listen to clients. Traditional client listening remains a manual, disconnected and rear-facing process. Disconnected – the average firm has 5 different feedback sources, stored in different formats in different silos. Silos create blind spots. Manual – manually finding, aggregating and analysing feedback is subjective and wastes valuable time and resources. Rear-facing – manual processes can’t scale, so feedback is often only collected after projects end. Digital transformation is disrupting this status quo. Client needs are evolving, markets are moving on and firms need to keep up. Quickly discovering client needs is now a competitive advantage. Firms are realising that individual partners knowing their clients is not enough. Senior Management Teams are demanding solutions that give a continuous real-time view of evolving client needs and expectations. To solve these challenges, we have developed an AI-driven platform that automatically collects, aggregates and summarises client experiences. Whether the feedback is shared formally, informally or with 3rd parties; MyCustomerLens will instantly make sense of the data. Specifically, our bespoke algorithms discover: - 'What' clients are talking about (products, comms channels, competitors etc) - 'How' it's making them feel (general sentiment and specific emotions) - 'Why' it's driving their behaviour (identifying value drivers that identify where brand promises don't align with client reality). MyCustomerLens is a SaaS platform that's easy to set-up and use. The resulting insights are delivered to interactive dashboards and email alerts, to enable decision-makers to benchmark performance and make faster, more informed, client-led decisions. “Every business should have a feedback system and MyCustomerLens is easy to implement and use.” RM, Accounting Firm "MyCustomerLens significantly enhances our proposition" DF, Consulting Firm
Key Benefits
Unlike traditional feedback tools, MyCustomerLens aggregates formal & informal feedback, and uses AI to instantly summarise text data. By discovering client needs sooner, firms get a competitive advantage. MyCustomerLens future-proofs firms to compete on experience, by providing real-time feedback aggregation. Our SaaS platform makes it easy for firms to implement continuous client listening. We solve the problem of disconnected feedback data by aggregating all sources of feedback in one central database. This removes the blind spots caused by feedback data that’s stored in different formats, systems and areas of the business. We solve the problem of manual data analysis by using AI to instantly analyse unstructured text data. Our bespoke text analysis has been developed alongside our clients to ensure it presents decision-makers with actionable insights. By automating feedback analysis, we free up employees to focus on taking action. This reduces the wasted time and resources associated with manually finding, analysing and reporting on feedback. We solve the problem of delayed ‘rear-facing’ reports by creating online dashboards that refresh overnight with the latest insights (clients can also specify hourly updates). These dashboards, and the supporting email alerts, ensure the right people get the right insights at the right time. Finally, to fully deliver on our promise of faster, more informed, client-led decisions we provide decision-makers with benchmarking. Currently we benchmark results and insights from text analysis over time and across offices/service lines/sector teams. As our client base grows, we will provide anonymised benchmarking against peers and competitors.
Applications
Professional services firms are applying MyCustomerLens within Marketing and Client Care teams to give them a 'big picture' view across the firm and client base, while having the ability to drill down and analyse specific client relationships. Sport and Leisure businesses have also applied MyCustomerLens to discover the root causes of complaints and customer churn. Ongoing measurement enables them to make decisions and then track the impact of their actions.