Predicting Complaints - Where There's Smoke There's Fire

CS-FI-Cover.jpgA major U.S. credit card issuer was interested in reducing the number of executive-level complaints. The most effective and comprehensive approach to analyzing the company’s complex situation is by utilizing connected data across the business to build a customer’s “journey to complaint.”

ClickFox was used to construct a dynamic journey view, comprised of all customer touchpoints, across five different interaction channels spanning up to 90 days. This connected key interaction points across the enterprise.