Announcing the Latest XI Platform Product Enhancements
Q2 Product Enhancements
Pearl-Plaza announced today new innovative capabilities in the award-winning XI Platform for clients around the globe. This release of enhancements builds on Pearl-Plaza’s integrated CX approach and AI-powered product foundation to give organizations the best chance of competing in today’s changing business environment.
Below you’ll find the latest innovations to:
- Summarize customer feedback more effectively to save time and resources
- Improve the closed-loop service experience to reduce churn and increase customer lifetime value
- Infuse feedback into enterprise systems to save time and resource expense
- Elevate your CX programs and the teams that drive them to create program efficiency and a quicker time to value
“We’re proud of our innovative and aggressive product cadence to deliver innovation and product enhancements into the market regularly,” said Sandeep Garg, Chief Product Officer at Pearl-Plaza. “We believe it is important to continually enhance products alongside introducing new innovative solutions that benefit our clients and the goals they are trying to achieve to improve their customers’ experiences.”
If you’re a client and want to talk to someone about the updates to the XI Platform, contact your account rep. If you simply want to learn more about our innovative products and services, a representative can answer your questions by completing the form below, and we’ll get right back to you.
Product Enhancements to Increase the Business Value of CX Initiatives Include the Ability to:
Summarize Customer Feedback More Effectively to Drive Focused Action
First-of-its-kind technology–Smart Summary Generator powered by Generative Pre-trained Transformer (GPT) technology, intelligently transforms feedback into easily consumable short, structured paragraphs. to surface the most important topics and trends to help organizations take immediate action on their customer feedback. What’s so exciting about this technology is it reduces the time spent analyzing and helps immediately summarize key themes and topics, making it easier for businesses to get to the root cause quickly. Read the press release about this innovation and other exciting AI capabilities that help save a ton of team time and resources by summarizing customer feedback more efficiently.
Improve the Closed-Loop Service Experience
We’ve made major UI upgrades and introduced additional features to increase the performance of case management systems. Organizations can now also include employee insights that describe the moods of the employee and the customer at the case close (the person who called into the call center and you resolved their issue). There is also the capability to use closed-loop data for reporting alongside operational data to get additional insights about the customer and their experience. This allows teams to use customer case data to dig deeper into segments and geographies, enabling a better understanding of what to take action on to reduce churn and increase customer lifetime value.
Drive CX Program Engagement by Infusing Feedback into Enterprise Systems
We often mention integrated CX and the ability to integrate different systems, feedback channels, and key insights that lead to action as key contributors to the success we see our clients have when it comes to understanding their customers. With that in mind, we’ve made major updates to our workflow application to easily export text analytics data and send it directly into BI tools. It allows users, like analysts or researchers, the ability to pivot on data from tags to mine data and find insights that no one else can find in their BI tools of choice. This gives business analysts the flexibility and control over data analysis, which saves time and resource costs by minimizing the need for manual or scripted analysis. This process is critical to helping organizations identify trends and actionable insights more quickly, regardless of the data source or language.
Elevate CX Programs and the Professionals that Drive Them
Pearl-Plaza and NPSx by Bain & Company have entered an exclusive strategic partnership to continue our efforts in alleviating the angst organizations are having as they struggle to understand where to begin when setting up a CX program or how they can evolve their program’s maturity level. Our joint expertise helps organizations understand how to assess current CX capabilities and how to create and execute successful CX strategies and initiatives to improve program efficiency and quicker time to CX value. NPSx Bain is also an expert in training and certifications with accreditation for CX professionals and practitioners to enhance their expertise around the latest customer experience and NPS prowess or training and certification to stay current with industry best practices, develop new skills, and advance careers.
These enhancements and more, including 26 new language capabilities added to the platform, have been designed to help our clients summarize and leverage customer feedback more efficiently, identify how to take targeted action on closed-loop feedback, leverage AI to intelligently transform feedback into easily consumable paragraphs to understand themes, and export text analytics to current BI tools.
To learn more about the latest product innovations and enhancements, you can find additional detail on the web pages linked above or check out the release notes here!
