Volume looks forward to the future with predictable account-growth analytics

07 APRIL 2016, AMSTERDAM & BOSTON
Summary
Volume – an award-winning global provider of digital content, technology and innovation – hopes to boost its notable NPS with CustomerGauge, seeing more secure account growth.

What do you get when you combine the capabilities of a cognitive leader and the advantages of advanced analytics? The answer: an improved NPS score, and a more innovative business.

Four years ago, Volume began its partnership with CustomerGauge, deploying its loyalty management software to deeply understand its connections with each client account. Since then, its Net Promoter Score (NPS) has jumped from 26 to 47 – with 60% of responders rating its service a 9 or 10 out of 10.

Now, the company is taking advantage of a new Business Review feature – which has been built around Customer Success – and is keen to see if the upgrade will send its result even higher.

As a pioneer in artificial intelligence, Volume specialises in the automation of first-touch customer interactions and has taken applications to market that act as virtual assistants or cognitive consultants. Powered by IBM Watson™, its technologies empower users to ask questions in natural language and receive accurate responses… the first time, in real time.

CEO Chris Sykes commented: “As Volume becomes more strategic than tactical, client interactions are ever more important. The depth and abilities of CustomerGauge’s loyalty management software ensures we gather the right level of feedback from our developing relationships – particularly in the areas of AI and cognitive computing.”

CustomerGauge’s CEO, Adam Dorrell, explains the secret behind measuring customer satisfaction: “If you want to know the loyalty of your clients then you have to empower account managers with granulated data, not just an overall health score. Our Customer Success tool helps companies unpack account data to discover where they are missing crucial feedback or performing poorly.”

As Volume looks forward to the future, it’s confident in its ability to meet tomorrow’s challenges. While organisations are increasingly focused on retention models and tasked with gaining insight from structured and unstructured data sources, people know they can rely on CustomerGauge to support their mission: to deliver cognitive intelligence to clients and their customers.

About Volume

Volume is an award-winning global provider of digital content, technology and innovation. The company is structured around six key areas of competence:

Client Services & Support

Providing ‘fingers on keyboards’, strategic thinking and cognitive expertise for dynamic organisations that are growing faster than their recruitment programs.

Creative Agency

Developing carefully crafted content in all its consumable forms, from copywriting and design to motion graphics and cognitive personalities.

Learning & Development Practice

Delivering ‘know-as-you-go’ learning using digital and cognitive Learning Management Systems, built on our experience in on- and offline marketing; our deep understanding of learning methodologies; and our commitment to advanced technologies.

Technology Practice

Offering ‘tech on tap’, bespoke and cognitive applications across all devices, and enterprise-class, on-demand software that complements and enhances existing ecosystems.

Cloud+

Hosting clients’ mission- and business-critical applications in our secure and readily available cloud platform.

.XO

Bringing cognition to some of the world’s biggest businesses through our Centre of Excellence for Cognitive Computing, Artificial Intelligence, and Machine Learning. Volume is focused on the Technology, Telco and Industrial sectors – working with first, second and third generation technology companies and emerging disruptors.

With offices in the UK, Sri Lanka and Malta, we provide a world-class customer service experience endorsed by our NPS score of 47. We support multinational clients globally, including BP Castrol, Dell, Epson, HP, Oracle, Brocade, Cisco, OKI, Plantronics and Virgin Media Business.

Volume was named the UK’s ‘Most innovative Digital Media Company’ in the 2015 Global Business Excellence Awards. For more information, contact Volume’s Chief Executive, Chris Sykes, at chris.sykes@volumeglobal.com or on +44 (0)118 9362036. Visit our website: www.volumeglobal.com | Follow us on Twitter: @VolumeLtd | Like us on Facebook: www.facebook.com/VolumeLtd | Watch us on YouTube: www.youtube.com/user/VolumeGroup

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About CustomerGauge

CustomerGauge is a software-as-a-service platform that helps clients improve retention, using Customer Success and Net Promoter® methodologies. The system automatically measures, analyses feedback and has close-loop tools to grow sales by retaining customers better. Results are published and analyzed in real-time, using a highly customizable and flexible reporting tool, which is scalable from small/medium companies up to global enterprises.

Founders Adam Dorrell (CEO) and Camilla Scholten (COO) launched the company in 2008. Headquartered in Amsterdam (base for all development and marketing), it has offices in Boston and a growing Asia/Pac business. Clients include Electrolux, Philips, WoltersKluwer, AEGON, Ziggo, Tommy Hilfiger, Melitta, H&R Block and Alphabet/BMW. CustomerGauge was recently recognized for its growth in the Deloitte Fast50 companies listing for 2015.

*Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, and Fred Reichheld.




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