Case Study: a leading british supermarket and digital retailer achieves 12x ROI with MOJO-CX speech analytics

How MOJO-CX© helped a nationwide supermarket to understand their demand using speech analytics

The customer, a large British supermarket and digital retailer, struggled to analyze vast quantities of customer data and call recordings to understand key issues and improve customer experience. They approached MOJO-CX to automate this analysis using their conversation and speech analytics platform, aiming to quickly identify pain points and reduce operational costs.

MOJO-CX implemented its analytics software, creating 47 contact driver categories to analyze 100% of customer interactions. Their solution identified that over 80% of contacts were for non-value-adding reasons, pinpointing specific problems in processes for damaged goods, refunds, and product availability. For an initial £20k investment, MOJO-CX delivered a 12x ROI by identifying £250k in operational benefits and enabling automated self-service solutions.