In 2012, Sky Italia identified the need for an increased level of manageability of its current KPI orientated performance measurement processes and, in addition, they wanted to expand their measurement of relational NPS to also include transactional NPS tracking.
They elected to deploy a new system that would incorporate various key aspects of Customer Experience Management (CXM) to augment and extend the use of NPS as a performance indicator.
SANDSIV proposed an integrated solution that would see a SaaS-based modular CXM solution deployed.
What you’ll learn inside this white paper:
- How the new solution interfaced with existing Sky Italia legacy systems
- How it added the capability for capturing and analyzing transactional NPS.