Read below our Q&A with Helen, Senior Director Customer Experience and Quality at Sunrise. She shares her direct experience with Insight Narrator, and how it made the difference at Sunrise, one of Switzerland’s largest telecommunications provider.
Q1: To begin, could you briefly introduce your company, your role, and explain how Insight Narrator from SANDSIV, as an AI Data Analysis Accelerator tool, was integrated into your data analysis process? What specific needs led you to consider this solution?
Helen: I’m the Senior Director of Customer Experience and Quality at Sunrise, Switzerland’s second-largest telecommunications provider. We offer mobile, fixed network, and TV products, along with a range of adjacent services.
When we began using Insight Narrator, we were looking for a tool to enhance our analysis of customer feedback, especially from NPS surveys and complaints. Insight Narrator was introduced as a stand-alone product that integrates seamlessly with our existing VOC and CX tools. It allowed us to go deeper into the data, uncovering patterns and relationships that traditional analytics couldn’t capture.
We initially implemented it as a “cooking pot” to analyze sentiments and identify natural clusters of drivers. The goal was to better understand the weight and specifics of these drivers in shaping overall customer satisfaction.
Q2: Before adopting Insight Narrator, what challenges did you face in analyzing customer feedback with the CX tools you were using? What gaps did you find that prevented you from gaining deeper and more timely insights?
Helen: We relied heavily on text analytics with our previous tools, but we encountered several issues:
- Tagging Gaps: A significant portion of comments were not tagged because new word clusters kept emerging.
- Lack of Trend Insights: The tools could show dominant topics but couldn’t effectively capture fluctuations or identify shifts over time.
- Superficial Analysis: Text analytics tools were good at telling us “what” customers were talking about but not “why.”
These limitations prevented us from gaining the actionable insights we needed to make informed decisions.
Q3: Can you share a specific example where Insight Narrator helped solve an analytical challenge? What insights did the tool uncover that weren’t apparent with your previous tools?
Helen: One of the most fascinating discoveries was when we combined feedback from NPS surveys with customer complaints. By analyzing these datasets together, we could reprioritize and understand the true importance of certain areas that were not immediately obvious in NPS feedback alone.
For instance, we found that some areas, while not among the top concerns for NPS detractors, became critical when paired with complaints data. This revealed clear priorities for immediate action and helped us focus our resources where they would make the most impact.
Q4: Since integrating Insight Narrator, what significant changes have you seen in terms of operational efficiency and response times to the insights? How did you share these insights across teams, and how did they impact strategic decisions and the customer experience?
Helen: We don’t have measurable outcomes yet, but my main aspiration with Insight Narrator is to go beyond surface-level analysis. The tool is already showing its potential to pinpoint not just broken processes but the exact areas that need attention. This precision will allow us to deploy specific actions, improving both operational efficiency and customer satisfaction in the long term.
——–What is Insight Narrator?
Insight Narrator is a narrative-driven solution that frees your CX team from complex data analysis. It provides precise guidance and actionable feedback intelligence, empowering your team to focus on driving impactful projects and enhancing customer experiences with confidence and speed.
Read more about Helen Gavrilova
