Case Study: Leading Multi-Device Manufacturing Company achieves improved NPS and customer engagement with Blueocean Market Intelligence

Large devices manufacturer enhanced customer engagement and NPS with 360 degree view of customer data

Leading Multi-Device Manufacturing Company lacked a global view of customer experience across online and offline touchpoints, couldn’t consolidate survey and support feedback, and was unable to drive an effective NPS improvement strategy. They engaged Blueocean Market Intelligence to apply its 360 Discovery approach and analytics services—including a cloud-based analytics stack, data integration, NLP/text mining, and visualization—to create a unified customer view.

Blueocean Market Intelligence integrated digital, call center, support and third-party data via APIs, applied NLP with about 80% accuracy to mine feedback, and delivered Tableau-based Global Customer Journey visualizations. The 360‑degree solution enabled prioritization of detractors and drivers, improved executive visibility, increased cross‑team synchronization and contributed to improved NPS, stronger brand advocacy and faster resolution of customer issues.