Case Study: Global Financial Information Provider improves customer satisfaction with BRIDGEi2i Analytics Solutions

Improved customer satisfaction for a global financial information provider

Global Financial Information Provider, one of the world’s largest publishers of business news and financial information, was dealing with high volumes of customer interaction data and feedback spread across many systems and formats. The company wanted a better way to measure customer satisfaction, identify key topics and sentiments, and understand the drivers of repeat calls and customer cancellations. BRIDGEi2i Analytics Solutions addressed this with its Customer Experience Watch Tower solution.

BRIDGEi2i Analytics Solutions built a data and analytics layer that ingested unstructured sources such as call recordings, agent notes, emails, chat transcripts, website comments, and verbatim feedback, and combined them with enterprise, VOC, demographic, product, and social data. Using NLP, topic modeling, sentiment scoring, anomaly detection, and graph networks, BRIDGEi2i delivered a real-time view of customer experience and actionable driver analysis. The results included a 10% increase in customer sentiment, a 7-point improvement in NPS, and a 5% reduction in repeat calls.