Customer Success Story

Nuance Communications Customer Success Story

Increasing customer loyalty and satisfaction with a closed-loop feedback process

Nuance Communications implemented a feedback program that rationalized existing surveys and mapped functional team roles to drive feedback workflows. Very careful tracking of follow up ensured buy-in throughout. The robust program relies heavily on automated workflow for closing the loop. Nuance use comprehensive role-based dashboards and reporting that are supplemented by Text Analytics. They also use an eNPS process and send out the survey in multiple languages.

Dramatic NPS Increase

Learn how Nuance Communications increased NPS by 25 points in just the first six months.

Comprehensive View

Nuance Communication’s robust program captures the full experience rather than isolated experiences.

Game-Changing Automation

Learn how automated routing for closed loop is a CX game changer.