GfK Adds Predictive Analytics to Echo

GfK has added a predictive analytics capability to its 'Echo' customer experience management (CEM) solution.

Echo monitors the experiences at the point-of-sale and/or service; capturing real-time feedback and integrating it with transaction and other data and with user experience consultancy, to provide a 'holistic' view of customer satisfaction. It is currently offered in more than 100 countries.

The enhanced platform integrates structured and unstructured customer feedback with client and third party data, and uses predictive modelling to identify which specific actions drive incremental sales growth. New capabilities include an on-demand platform that mirrors the structure of clients' sales and service organizations, along with real-time management of customers' alerts via a mobile app.

Dan Zuckerman, Global Product Manager, states: 'At GfK, we believe every encounter with a customer can impact business performance. The day-to-day success depends on the ability to see and respond to the quality of service delivered every minute of every day, across all levels of an organization.'

Web site: www.gfk.com .

All articles 2006-23 written and edited by Mel Crowther and/or Nick Thomas, 2024- by Nick Thomas, unless otherwise stated.

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