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A PROVEN FEEDBACK MANAGEMENT PLATFORM

Unlocking the power of customer and employee insights

TP Dialog collects feedback, extracts actionable insights, automates workflows, and streamlines feedback management. By integrating KPIs, feedback loops, and behavioral data, TP Dialog enhances change management, supports omnichannel surveys, and drives measurable business improvements.

Why TP Dialog?

Generating value with customer experience (CX) and employee experience (EX) management strategy

Improve customer satisfaction (C-SAT) with Voice of the Customer (VoC) insights.

Identify the root causes of client and employee dissatisfaction and detraction.

Automate processes for a 1:1, bottom-up feedback management.

Collect unstructured omnichannel feedback to analyze and convert into a survey.

Generate reports from a secure and intuitive tool.

TP DIALOG SOLUTION FEATURES

Streamlining the process of collecting feedback and identifying areas of improvement

Text analysis
Analyze customer feedback to uncover key insights and sentiment trends.
Survey distribution tool and channel management
Efficiently manage surveys across multiple channels to ensure broad and seamless distribution.
Self-service panel and community management suite
Foster engagement with tailored panels and community management tools.
Custom dashboard
Gain real-time insights with a fully customizable dashboard, providing visibility into key metrics.
Automation of closed-loop triggers and alerts
Automate responses and notifications based on customer feedback triggers for timely action.
Action plans and closed-loop management
Streamline the creation and execution of action plans to ensure issues are resolved efficiently.
Role-based reports and benchmarking
Access detailed reports tailored by role, with benchmarking capabilities to measure performance.
Root cause and pain point analysis
Identify and address underlying issues affecting the CX through detailed analysis.
TP DIALOG CX STRATEGY

Driving change and value with transformation loops

Outer loop: Top-down CX redesign process

  • Analyze feedback across the organization to implement systemic, large-scale changes.
  • Use in-platform management tools and progress reports to oversee the effective execution of these changes.
  • Redesign processes, products, and service models to ensure every customer is reached and benefits from company-wide improvements.

Inner loop: Bottom-up customer management

  • Quickly respond to customer feedback and resolve individual concerns through individualized feedback and alerts to maintain strong customer relationships.
  • Leverage CX metrics and text analytics to trigger timely responses and track return on investment (ROI).
  • Use case management tools to monitor and track the progress of issue resolution.
  • Strengthen customer relationships with personalized responses and tailored solutions to rebuild trust.

Cyclical process: Transformation loops

  • Integrate feedback into ongoing improvement cycles through internal and external communication loops.
  • Drive change by planning, redesigning, and implementing improvements based on analyzed feedback.
  • Continuously monitor and enhance customer interactions using performance levers and text analytics.

Bottom-up: Customer management

  • Focus on addressing specific customer concerns through individualized feedback and alerts.
  • Strengthen customer relationships with personalized responses and tailored solutions to rebuild trust.
CASE STUDY

An Italian subsidiary management and CX redesign of a leading multinational BFS group.

Business challenges

  • Lacked centralized tools to manage and enhance the customer experience (CX).
  • Had no established processes to handle and respond to customer feedback.

The solutions

  • Covered the entire bank's operational perimeter under the CX measurement and management initiative, engaging a large customer base annually.
  • Included multiple legal entities.
  • Adopted various service models (e.g., Family, Private, Digital).
  • Utilized multiple touchpoints (e.g., customer care, APP, ATM).
  • Managed several strategic customer journeys (e.g., onboarding, claims, loans).
  • Implemented and monitored inner and outer loop processes.

Real Results

6M€
6M€
/YEAR
YEARLY VALUE OF A SINGLE POINT ON THE RECOMMEND INDEX
+16
+16
PPT / YEAR
AVERAGE IMPROVEMENT IN THE RECOMMEND INDEX
+100M€
+100M€
IN 3 YEARS
MEASURED AS EFFECT OF THE CX IMPROVEMENT

Take your business to the next level!

 

Boost your customer experience and operational efficiency by leveraging our expertise, proprietary solutions, and powerful technology partnerships in automation and digital CX.